Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Article : Customer Service: How The Consumer Really Feels

For some time now, in the notoriously non-service oriented UK, Customer service has finally been seen as the behaviour that can have the most significant impact on a company’s top and bottom line performance. In our own experience at numéro with existing clients and new customers, we’ve found that one of the key characteristics of consistently successful businesses is their willingness and ability to create and implement a set of brand defining, distinctive and hard-to-replicate capabilities – which are led by those related to customer service – that set them apart from other rivals in their chosen market places.

To those of us who have suffered continual poor service as consumers in the UK, it is no great surprise that recent research into the behaviour of top-performing companies shows that customer service is critical to developing and consistently delivering a strong, branded customer experience. In turn, this is a key contributor to creating strong customer loyalty and higher lifetime customer value. In short, the way you look after your customers – existing and new - often spells the difference between being a mediocre company with poor performance and being a market leader, whose customers come back to them time and time again.

So now that we’ve finally accepted that providing great service is absolutely critical, there is bad news for those companies thinking that getting it right is a quick fix. The truth is that it is one of the most difficult things to achieve. This is reflected in the fact that what most companies often believe is “good” service may not be held in the same regard by their customers.

In fact, it’s not at all uncommon for companies to spend huge sums on new customer service technology solutions and processes – believing they are improving their capabilities in this critical area, only to see customer complaints and defections rise – because they have forgotten to focus on customers first and then look at processes and technology to support an excellent customer service philosophy. The priority and focus should be: People, Processes and Technology.

When looking at how your customers feel about you, in order to understand how you can serve them better, perhaps the following areas should be looked at carefully;

  • How satisfied are customers with the different methods of customer service that you use or could use?

  • What impact does technology and its’ deployment really have on service quality?

  • What do they find most frustrating aspects when they deal with customer service representatives?

  • How do they feel about the action you take when they have had a poor service experience?

  • As one of your customers, what do they feel are the most important aspects when providing a satisfying customer service experience?

Customer surveys should be run constantly but should be simple and unobtrusive. Above all, you must ensure that you do use the output to change behaviour and ensure your customers know this – in it’s own way, this can provide a closer bond when consumers know they are making a difference.

Responses from survey participants are always illuminating, and will suggest numerous opportunities for you to improve the way that you look after your consumers and how you handle and resolve customer issues. In this way, you can create some of the distinctive capabilities that are key factors in achieving high performance, at the same time as retaining and growing your customer base.


About Tim Easton:
Tim has been involved in the world of customer service for 20 years, much of it spent either in the FMCG sector or the IT marketplace. He has been a customer, consultant and supplier and hence has a well rounded perspective on what elements provide for well satisfied customers, whatever market place they are in. He has worked for multinationals such as HP and Sun and has operated in the US, Africa and Asia as well as in Europe.

Today's Tip of the Day - Measuring Performance

Read today's tip or listen to it on podcast.

Published: Wednesday, March 14, 2007

Printer Friendly Version Printer friendly version

2020 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =