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sswift: Add as a Colleague
12/06/2011 3:31:21 PM EST

Serving them the way they want to be served. Not giving in to metrics! Not allowing what's easier for "us" to take over the process (think banking).

Lmcloud567: Add as a Colleague
12/23/2009 1:47:33 PM EST

Delighting the customer at every touchpoint - from packaging, to product, to emails, to inbound calls. All efforts need to be focused around the needs of the customer and then balanced with the business needs of the company - not the other way around.

Philip.J.Hunt: Add as a Colleague
12/04/2009 2:45:15 AM EST

As we all know and understand, a client contact is one for assistance and not because they want to discuss the weather, but based on my experiences of receiving good service and of transaction monitoring agents to specific criteria. I feel that it is a prompt speed of answer, no discernible language barrier, politeness, active listening, empathy (if required), no lies, all issues/queries are dealt with and above all else accurate.

Peter Massey: Add as a Colleague
11/25/2009 10:17:43 AM EST

Have researched "world class" customer service a number of times in the past 15 years. The consistent theme across time and industries is brilliant basics rather than fancy stuff. Ease of talking to someone or something, resolution, knowledgeable engaged staff. Physical and emotional expectations met. I like the papers on "customer effort" that have been circulating demonstrating how we need to think about the effort we put customers to to buy or service something. My colleagues who used to work for Amazon measure it with contact rates and "snowballs" - the number of contacts before resolution. There are some really practical ways to drive these measures.

gilsti: Add as a Colleague
11/15/2009 9:24:23 AM EST

Finding out what the customer wants, not what we want them to want

goldenstern: Add as a Colleague
11/05/2009 11:35:10 AM EST

The right answer, first time, delivered a format that the customer can understand.

manny.alvarez: Add as a Colleague
11/03/2009 5:04:03 PM EST

Great customer service simply put is exceed customer expectations. In striving to achieve this you have to be continually evolving because what a customer thinks is great this year will be an expectation the following year. Great Customer service should be measured by the Voice of the Customer. Monitor calls for script, product, process,etc. adherence but also have a measure for Voice of the customer. When monitoring calls it is an internal expectation of what we think is great service although it might not even align with what the customer thinks it's great service. Sometimes we try to fit our process, processes, great monitoring form, etc. to define our great customer service instead of stepping back and formulating a strategy that clearly defines outcomes. For example, the monitoring form is to gage compliance to our call monitoring expectations and the Voice of the Customer is to look from the outside in and listen from the customer's viewpoint. What would he really think about this call if he did not know all the internal jargon that we put into our monitoring forms. We need to keep great customer service simple: 1. simple monitoring form that captures essentials and aligns with our organizational objectives. 2. Create a Voice of the Customer form that focuses only on the customer experience. 3. Measure repeat calls, first call resolution, fatal and non-fatal accuracy, SLVs. 4. Continue to evolve your quality strategy. Hope it adds some insight.