Customer Service Chart
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Disclaimer: This photo is sourced from many relied on internet sites, photo copyright depends on the proprietor of the photo, we do not acknowledge this picture as our residential property or work.If the manager who presents this chart wants to communicate the relationship between an outage, customer service calls, and customer service performance, this chart rightly calls attention to those three points. But what if she's concerned that customer service's issues are systemic rather than a result of the outage? What if she wants to convey to her boss that even after customerservice calls returned to preoutage levels, customer service performance continued to decline?What specific actions hindered the customer experience? (Record responses on flip chart.) • What are some examples of the unspoken rules and unspeakable behaviors of service staff? Of customers? • Why is it important to put yourself in the place of the customer.when you deal with complaints or concerns? • How do you determine the specific needs of your own clientele? • What are some actions you can take to improve the customer service experience in your workplace? (Record 231 (22 p, 1 chart). Witkowski, Terrence H and Thibodeau, Eric J, Personal bonding processes in international marketing relationships, Journal of Business Research. 4, no. 3 (November 1999), p 315 (11 p, 1 chart, 1 diagram). 26. CUSTOMER SERVICE Books 1. Balachandran, S., Customer Driven services management, (New Delhi, Sage, 1999). 2. Barlow, Janelle and Paul, Branded Customer Service: The New Competitive Edge, (San Francisco: BerrettKoehler, 2006). 3. Blacharski After identifying the critical moments of truth.(those factors on the list which make the most difference to the customer), thoughts can be directed toward processes for improvement and evaluation. Albrecht suggests that a Tchart be created. His notion is that too many of the service encounters identified have become so routinized that the quality of service is endangered. He feels that employees often come to act like robots. Albrecht suggests that employees be asked to identify the Use The Flip Chart: Make note of key points so that they are at hand and the group members don't have to go into discussion again. Whenever you need to regain control for a few minutes, read the notes on the flip chart. Create Closure: Make sure that the debating is really going somewhere. Ask.people to help summarize what has been agreed to. Test these items for agreement. Help the group create action plans to ensure implementation of key suggestions. Listen — Empathise When I was at Tampa Electric, I realized that to build support for a dramatic change of closing business offices, compelling data would be needed. Using the information from the DataSource, I widely shared the following chart highlighting the large percentage of walkin customers when business office availability was denser (fig. 92). The graph, based on more than 60 utilities that maintained at least one or more business offices at that time, shows that utilities that averaged one office ILLUSTRATIONS AND TABLES Figure Page 11 Example of letter sent.to new customers 12 31 Statement of Mission — Customer Service Department 30 3 2 Statement of Mission — Field Service Department 32 4 1 Number of employees in customer service departments 46 Table 41 Examples of inside selling/telemarketing applications 48 42 Customer service department reporting relationships 50 43 Organization chart of centralized customer service department with line 700 600 500 400 300 200 100 0 inventory $ X1000) Jan Mar May Ju|y Sept N ov LES&A Slide 147 The chart in Slide 148 shows an example of the additional inventory required due to the change in failure rates. Spares Support Required III M TBF M () NTH S I means 100 INSTRUMENTS I NEEDS 500 MTBF MONTHS INSTRUMENTS Assume zero turn around time LES&A.11 Slide 148 The chart in Slide 148 shows it is always important to keep failure low because the management of The Complete Guide to Ultimate Customer Service Dennis Snow, Teri Yanovitch. And the employees responded. We saw countless employees checking out the scores that were just posted to see how they were doing. And, even though they were doing well, they were determined to get better. Measurement Charts One of the initial functions of the Service Improvement Team as it pertains to measurement is to develop a “branded” measurement chart format that all areas of the With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputationemployees.whoknow how to create a rapport with the customer or client; recognize
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