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Showing posts from February, 2008

Exceptional Customer Service

One important thing to remember from a Customer Service point of view, is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact word of mouth plays with any business!

A repeat customer does not happen by accident. It is something that is only developed (& nurtured) through hard graft and constant work. You need to build relationships and this is where Exceptional Customer Service comes into play.

Communication is key. You have to remember that when a customer first signs up to your service – you should THANK THEM. They didn’t need to bring their service to you as I am sure that regardless of your industry you have competitors. A simple Thank You email will most times suffice. When the scope of the contract is sufficient, ramp it up to a personalized letter or perhaps even a bottle of wine at Christmas time! Now speaking …

Importance of Exceptional Customer Service

When was the last time you had a coffee?  I don't mean in the office, but in a regular take out joint, one of those ones with a drive through window?  Have you gotten to the window after repeating your order to the "big talking head" only to have it wrong when you get there?

When someone says ... "Can I take your order..." they should be prepared to do just that.  Other distractions and conversations should not take them away from the service they are meant to be providing to you!  Your team needs to learn the importance of this lesson - the Customer comes first and its always the customer that's infront of you that you should be looking after.  Problems with previous customers or planning for future interactions should not impact the service you are providing at that moment in time.  Now some of the blame should definitely be placed at the feet of employers here. 

Your training should always include a Customer Service component and even for staff that might …

Erlang 'C' & Scheduling for Call Centres - IV

The key things you need to remember if you're using Excel or any staffing program is to ensure that your minimum coverage matches your expected call volumes and coverage levels based on the Erlang 'C' formula and tools mentioned earlier.  It ill behooves you to have too many resources at 2am when you're only expecting 1 phone call and your SLA is 2hrs! 


It might pay dividends for you in this instance to use an outsourced party where your call is answered by the equivalent of a 'order taker' so that the customer at least is able to speak to someone and have an incident opened for them and then their issue is actually only addressed when your staff resume regular operations.  Remember the points I've already made about SLA, Tiered Customers and Escalation Matrix'.  This actually brings up another point that's worth discussing and that is 'On Call Coverage' which I will address in further posts.Scheduling Employees 2000 - a step up from the Exc…