Tag: happy employees

Sep 12, 2012

Admin

In last month’s issue, we discussed three methods of gathering data relative to the Voice of the Customer methodology – internal metrics, customer contact, and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an effective Voice of the Customer system. Let’s discuss four of the […]

Sep 06, 2012

Admin

My son drove in from Austin a few days ago and his car’s exhaust was a little louder than normal. He stated that he was scheduled to take it into the Houston dealership, Russell & Smith Ford, where it was purchased on the next day which happened to be a Saturday. At his request, I […]

Sep 06, 2012

Admin

Over the years that I’ve spent in and around the customer service industry, lots of changes have occurred. Methods of interacting with the customer. The variety of ways customers interact with companies. Monitoring and measuring employee performance. Metrics and more metrics. This methodology vs that methodology. These changes have often helped in creating a better […]

Aug 06, 2012

Admin

As a former customer service manager, I know the position requires one to possess a balance of operational knowledge and people skills. Both are necessary for insuring the best possible experience for both team members and customers. Here are a few tips on managing this balancing act: Remember that your employees are people. Often times […]