My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.
Blog Archives
How is Your Business Really Doing? – Part 2
Tagged with: customer service expert, customer service management expert, customer service measurement, Frederick Reichheld, how to measure customer service, Proactive Service®, service technician training programs
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
How is Your Business Really Doing? Ask these 2 Questions
Whenever I speak on the subject of Proactive Service, invariably someone will ask me how do we really know how we are doing? I mention that there are several measures to consider. Higher sales and revenues, increased customer satisfaction and improved levels of customer retention are just a few to consider. However, if you really want to know how you are doing, here are 2 questions to ask your customers through your surveys and during face-to-face visits
Tagged with: customer service and business goals, customer service consultant, customer service expert, giving excellent customer service, how to evaluate business success, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
Taking the Stress out of Challenging Situations
I had to terminate the call so I could get to an important appointment, so the service provider gave me a ticket number and told me to check back later. By this time I had over 3000 emails and counting in my inbox and I was a nervous wreck. I turned off the vibration feature to reduce the stress, but I watched as the emails kept piling up – faster than I could delete them.
Tagged with: bettering customer experience, bettering customer relationships, customer, customer service expert, customer service management expert, customer service tech training, customer stress, give better customer service, Jim Baston, reducing customer stress
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
How Service Providers Can Stand out from the Crowd
Now, in the scheme of things, I guess you could say that the customer service representative was just doing his job. And maybe, he had nothing better to do at that time in the morning – I don’t suppose he would have been run off his feet. However, the willingness to stay on the line and guide me through the steps until everything was working the way I needed it was the best thing he could have done for me this morning. It showed that he was sensitive to my situation (empathy) and he provided the level of support he felt would suit my needs in the circumstances.
Tagged with: customer service consultant, customer service excellence, customer service expert, how customer service reps can excel, how to improve customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service tech coaching, service technican training expert
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Money isn’t Everything … for Service Companies
There is a lot of talk these days about the customer experience and how it is critical to creating today’s competitive advantage. In the service industry, the customer experience is largely created by the interaction of our customer-facing personnel with the customer. In most cases our “customer-facing personnel” are our technicians and the customer experience comes from the relationships they are able to form. It is these relationships, built on both personal and professional credibility that are critical for our success.
Tagged with: customer service, customer service consultant, customer service expert, how to improve customer service, how to increase customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service techs and customer service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
