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Article : Tip of the Day

In these difficult economic times, great tips that can actually help your company are like golden eggs. In this article, industry experts share tips to improve customer service. Want the opportunity to obtain a basketful of golden eggs? Attend the Top Ranking Performers Conference in Las Vegas.

Greg Beaver
Vice President Customer Services
United States

"Take the time to understand and apply LEAN to your processes. Remove the non-value add steps and save time and money by doing so. Your customers and associates will appreciate the change."

 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Treat all contact methods the same , whether it is chat, email , calls or letters make sure customers get the same level of service."

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"Try not to make all your Customers suffer because some of your Customers take advantage of your business. An example of this would be restrictive policies on returns of merchandise. Many Companies make the ability to return merchandise very difficult in order to deter the high-returners (gift card only, exchange only, 7 day return etc). The right thing to do is focus (and be ruthless with) your high returners and be more free with your good Customers. They will thank you for your trust with loyalty and recommendations of how easy it is to do business with you. Putting any walls in front of your Customer will directly affect their satisfaction with your organization. Make it easy to do business with you, and your Customers will multiply."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"The procedures used should be as consumer friendly as possible while meeting the needs of the business. For any processes that the customer has to wait a period of time before their needs are met, please ensure that it is done in a quick and timely fashion as not all customers will be as patient."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"Make them as simple as possible. Go outside your own company and be a customer. Eliminate all frustration. Make processes seamless for the customer."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Grace Heny
Director
168Solution
Indonesia

"It is higher management authority in supporting, creating and developing a continuouse process improvement related to business process to provide good service."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"Make the process as streamlined as possible so it is easy to implement, and have it be seamless to your customer."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Survey your customers and link back those results to internal assessment of service."

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Don't let the internal need dictate the process. Rather, let the customer experience play the major role in how things move internally throughout your organization."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"Simplify. The harder it is for a customer to do business with you, then the experience is already tainted and you are behind before you even talk to the customer. Do not create a negative atmosphere before the customer has spoken to your staff member."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"measure everything that is important after you document it and get it ratified by the customer"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - A Question For Your Agents

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

Related Editorial

Published: Tuesday, August 18, 2009

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2023 Buyers Guide
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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.

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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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