Giva Blog
Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Customer Feedback Loops

On April 29th, I wrote about customer feedback loops. Here are a few more thoughts.

Your customers will be amazed when they are transferred directly to an engineer that works on the product they are using. It is a very satisfying experience for your customers to establish a dialogue with more than just the customer service department. There is nothing so quite as satisfying as to have a direct impact and effect on a product that we use. Customers will give the people who build your products and services the best ideas for enhancements and new products. Also, consider placing some of your biggest and most important customers on a Customer Advisory Board and invite feedback from them on a regular basis.

Listen to your customers! Encourage and invite their feedback. They will tell you things that will never occur to you or anybody in your company.

Here is a great White Paper that may interest you. https://www.givainc.com/white-papers/customer-service-best-practices.htm

KPIs For Knowledgebase Software

Yes, it is important to build a knowledge base to help increase first call resolution, provide consistent answers and stop your team from reinventing the solution every time the same type of call is received by the call center or IT help desk.  A great knowledge base software tool should also have exceptional Real-time Reports. You should be able to generate the following Real-time Reports about your knowledge base and employees to lead your organization.

  • In ten seconds or less, can you determine which employees are generating knowledge records and at a very granular level can you determine if this knowledge is solving problems?
  • In ten seconds or less, can you determine what categories of knowledge employees and customers need?
  • In ten seconds or less, can you determine the quality of knowledge by user ratings and how often knowledge records were used to solve problems?
  • In ten seconds or less, can you determine if an increase in knowledge records is causing an associated increase in First Contact Resolution?

Does your firm provide valuable incentives to reward employees for building and maintaining a high quality knowledge base? People need to know that you can measure their contributions and differentiate between employees on the help desk or in the call center. If you provide some valuable incentives to motive people and you can measure the value/quality of knowledge over time...just watch your high performers..they will seek to impress and help you build an outstanding knowledge base.

Let everybody know about the incentives that are available. Think iPods, iPhones, digital camcorders and cameras or some of the bling on display at http://www.ubergizmo.com/15/archives/bling/  It will actually be cool to work on the help desk or in customer service.

Here is a White Paper with more detail. https://www.givainc.com/white-papers/customer-service-best-practices.htm

Exceptional Customer Service-Viral Marketing and Word-of-Mouth

The customer service organization has no ulterior motive other than to provide the very best of "care and feeding" of customers. You can break through the noise and elevate your brand and product to an unexpected level of amaze and delight. It is not enough that you simply meet customer needs. Most vendors can do that. The truly exceptional companies go beyond meeting needs to differentiate themselves and build long term shareholder value by building strong customer loyalty. You want your customers to tell their circle of friends and family about how well you take care of them. Over time, the viral marketing by word of mouth will happen and build.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Amaze Your Customers-Do The Unexpected

We are all in the business of winning popularity contests with our customers …everyday. This is especially true when customers are upset at your company. Amaze your customers with a replacement of 1.5x the value of what they purchased with product, upgrades or service coupons. Wow, that makes me more than completely whole again!

Figure out how to amaze and delight your customers every time they reach out to you and you will probably endear them to you for more years then your competitors can. Maybe they will tell their children about your great company and products. Everybody loves to tell amazing stories about how well they were taken care of…since it is such a surprise when it happens today!! The good news is that the bar is not very high! Can you can begin to see how this all makes sense. When a customer has an urgent need or they are in a bind, you must dazzle them so they remember what it feels like to be amazed and delighted.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Amaze and Delight Your Customers All The Time

When customers are mad at your company, this is your big opportunity to make amends and turn these currently dissatisfied customers into raging evangelists for you. Some companies can earn deep customer loyalty when the tough times come in the relationship. Other companies just seem to mess it up even more. Success or failure depends upon how they handle the situation. You must have a customer service culture that welcomes all hard to hear feedback and criticism. In fact, you must train your customer service agents to ask for feedback and not be afraid of it.

If your company did wrong, the customer service department should be the first to know. The agents should be coached with a script so there is a consistent message.  Every related phone call should begin with a heartfelt apology. Are you more or less likely to forgive a company that proactively takes full responsibility for short comings? Also, your company should consider immediately reaching out to customers before they call. This is not the time to think about minimizing costs. Your company must think about making an investment to win a popularity contest. You must think, "Amaze and Delight!"

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Reward All Customers Who Complain-Customer Loyalty

Read this only if you are interested in really changing the way you think about creating customer loyalty. Pick up any customer service book or listen to any lecture and you will be told, "Rule 1: Listen to the customer, Rule 2: See Rule 1". If every customer service manager knows this, then why is there a disconnect? Ask a few friends how they felt after the last time they interacted with a customer service department. You may notice that they first give you a scowl before a word comes out of their mouth.

Most companies view the customer service department as a necessary business evil. Their goals are simply just to meet expectations. With such a low goal, they usually miss the mark by a wide margin. They think and act like customers only call to complain...as if that's a really bad thing. From the perspective of companies, the whole customer service experience is framed as a trying to minimize the negative. Companies do not capitalize on the fact that an interaction with a customer is an incredible opportunity. Your customer paid you money and now they are giving you some of their valuable time. Sure, they may have a beef that they want solved on the spot. If you are smart, then you will solve their problem or present them with a plan to solve their problem. If you can do this with some success, then you have an opportunity to leverage the customer initiated phone call.

Do you want to read more about this? Let's us know. Thanks!!

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

 

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