There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
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Prioritizing Service Improvements
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
Read More >>>The Power of One: Every Agent Matters
The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service...
Read More >>>Common Pitfalls in Service Metrics
“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...
Read More >>>Bring Quality Standards to Life with Calibration and Coaching
Quality standards come to life when they guide behavior and enable us to deliver consistent...
Read More >>>Customer Advocacy: Creating the Means to Act
The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...
Read More >>>Accessibility and Quality Work Together
Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...
Read More >>>Ensuring Quality Standards Count
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...
Read More >>>Cultivating a Customer-Focused Culture
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....
Read More >>>Managing a Contact Center: The Immutable Laws
For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...
Read More >>>Empowering Employees to Be Customer Advocates
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses...
Read More >>>5 Secrets to Quality Service
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If...
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