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Customer Service
- A Customer Retention Strategy Current research shows that organizations that give outstanding service and deep support to their customers will grow market share at the expense of competitors that do not. A rigorous assessment is needed of the entire customer service framework. Excellence in customer service is based on six key factors: 1. Articulating a clear service strategy. Define what constitutes superior service. Communicate the service strategy and the definition of superior service to all employees at every level. 2. Customer service quality metrics should be established and regularly measured or monitored. 3. Service skills, competencies and talents should be identified and assessed when people are selected for any customer contact positions. 4. Customer service feedback must be heard, understood and acted upon. 5. Customer serving processes and systems should be continuously improved by motivated and enthusiastic teams of employees across the organization. 6. Employees are fully empowered to give what it takes to provide excellent customer service. Employees are recognized and rewarded for specific service accomplishments. |
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The Customer Service Survey Includes Eighteen Metrics |
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Twelve subscales that combine into six composite metrics |
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Customer Service Survey Metrics |
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Contact us
for a Sample Customer Service Survey Report! |