Sometimes it’s difficult to measure quality or service. There are a great many variables that are difficult to measure. Some examples are quality, effectiveness and customer service. The most popular way to deal with measuring difficult things? Measure something else instead, of course! Something popular in call centres and high volume semi skilled work is […]
Read MorePosts tagged "Customer service"
Losing customers for growth
Posted by Daniel Rose - - Blog
Recently I made a post about the laughable practice of cutting back in order to grow your business. As crazy as that idea is, I’m about to tell you why you should do exactly that. When I talk of cutting back, I usually mean cutting costs, dropping service levels, reducing marketing and other things of […]
Read More Customer service, Growth, StrategyEvery complaint is a chance to learn
Posted by Daniel Rose - - Blog
How seriously do you take complaints? Do you nod knowingly until the customer is gone, then go back to work? Or do you carefully consider everything the customer is saying, intending to act upon it? Too few people do the latter. We all know that good customer service involves listening to the customer and addressing their […]
Read More Customer engagement, Customer service, ManagementSimplicity for the Customer
Posted by Daniel Rose - - Blog
It doesn’t matter how spectacular your product is, or how brilliantly you can innovate. If you don’t make it easy for the customer, they’ll go elsewhere. By the same token, make things as easy as possible, and you’ll find you close more sales. You see, it’s all about simplicity. The simpler it is to finalise […]
Read More Customer service, Management, SalesCan twitter replace a call centre?
Posted by Daniel Rose - - Blog
I recently ordered a new smartphone from Virgin Mobile, which I was quite excited about. My excitement dwindled over the couple of weeks it’s taken so far, and it’s still not here. There is, however, a silver lining to every cloud. I’d made five or so calls to the delightfully unhelpful offshore call center, endeavoring to […]
Read More Customer engagement, Customer service, Social mediaWhat happened to professionalism and service?
Posted by Daniel Rose - - Blog
Where has professionalism gone? There was once a time when employees, managers, and suppliers conducted themselves in a professional manner. It seems these days, people have drifted, and some have entirely lost the plot. It can be seen everywhere, but it really becomes apparent when you pay top dollar to a supplier, only to be treated […]
Read More Customer service, Management, Professionalism