Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume II, Issue 8

Date: August 1, 2001 - Customer Service/Satisfaction

Before we talk about customer service, let's define it as:

Those activities provided by a company's employees that enhance the ability of a customer to realize the full potential value of a product or service before and after the sale is made, thereby leading to satisfaction and repurchase.

I've been watching customer satisfaction levels since 1995, all of which have been low, with 'services' topping the list in terms of customer dissatisfaction.

The latest study/trend (American Consumer Satisfaction Index) reports that the stats are lowest since 1999. Why is this so alarming?

In today's economic environment, you must be competitive to stay alive and what distinguishes one company from another is its relationship with the customer. And who has the awesome responsibility for that relationship? Your people!

Your front lines have the opportunity/challenge of taking a satisfied customer to loyal by establishing relationship with them--usually in the first three sentences when it's decided by the customer whether it will be a good or bad experience. It doesn't matter what vehicle is being used--phone, fax, e-mail, text chat, web chat, VOIP, or any combination.

What matters is that your people are skilled in listening proactively to what the customer does and does not say, diffusing any upset/confusion/frustration/fear/fill in the blank, establishing rapport, and moving onto a more productive interaction, close the transaction so, in fact, they can then take care of the next customer.

QUOTE OF THE MONTH: The customer doesn't care what you know until they know you care.

2001 Human Technologies Global, Inc.

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