Monitoring, Measuring, and Managing Customer Service

Why did I choose this resource?

I chose this resource to learn the different metrics of customer service and how to apply them.

What did you learn from it?

I learned the usefulness of the universal call path and why it is very effective. I also learned how to monitor and measure customer service with the use of TEAMeasures.

Key Knowledge

• Great Customer Service Elements
  • Always have a positive attitude
  • Think of the future of the customer relationship
  • Don’t hold the customer responsible for their mistakes
  • Wow your customer’s by going the extra mile
  • Value the customer’s time
  • Meet your customer expectations
  • Always enthusiastically greet customers and thank them for their business on their way out
  • Offer satisfaction guarantees
  • Make exceptional customer service part of a behavioral routine
  • Always have your customer’s leave feeling like they were treated remarkably well
• Universal Call Path – sound helpful and knowledgeable; and end on a positive note.
  • The greeting
    • Hello, the name of the company, your name, and an offer to help.
      • “Hello, you have reached Anant Corporation, my name is Danielle. How may I help you?”
        • Emphasis on the final word “you.”
  • The promise to help
    • “Yes, I’ll be happy to help you with that.”
      • Tone rises steadily after the word “help.”
  • The offer of additional help
    • “And is there anything else I can help you with?”
      • Progressively increase tone ending with a high pitch.
  • The recommitment line
    • Thank customer for their business, not their call.
      • “Thank you for doing business with Anant Corporation!”
• Monitoring Customer Service
  • Find out if your CSRs are doing their jobs correctly.
  • Without monitoring, capabilities will be forgotten and cause ineffective behavior patterns.
  • Monitoring programs will spot irregularities swiftly and take the required action.
  • Manager’s should “manage by walking around” MBWA to observe their CSRs.
  • Managers should lead by example and correct negative practices
  • Self monitoring starts with the three levels of motivation;
    • compliance – use of the system by the employee
    • identification – employee realizes the benefits of the system
    • internalization – employees use the system because it works and they enjoy it
• Measuring Customer Service
  • Create clearly understood measurement categories
  • Define categories in operational terms
  • Each category covers ONE meaningful event, do not overlap
  • Measures should be flexible, fair, and reasonable
  • Measures should be tested and proven
  • New measures should truly improve customer service
• Telephone Effectiveness Assessment Measures (TEAMeasures)
  • Divided into four categories; call path, speech characteristic, explanation, and customer response.
  • Each category has several areas
  • Areas scored on a one-to-four scale
  • Total based on 100 points to be converted to a percentage
  • Staff average is usually 75%, but strive for 90% or better
• Telephone Effectiveness Assessment Measures (TEAMeasures) criteria:
  • Call path
    • Proper greeting
    • Promise to help
    • Offer additional assistance
    • Thanking customer for their business
  • Speech characteristic
    • Says “please” and “thank you”
    • Pronounce each word clearly
    • Speaking volume and speed appropriate
    • Pitch appropriate
    • Calibrate conversations
  • Explanation
    • Information given as fast as possible
    • Accurate information is given (Extremely important!)
    • Asking the correct questions
    • Organized and coherent
    • Proper use of transitions
  • Customer response
    • Customer sings back to CSRs
      • Positive tone of voice at the end of the call

How are you using what you learned?

I am using what I learned improve our customer service and increase our customer loyalty.

Key Changes / Key Actions

• Create a call path script.
• Use TEAMeasures to evaluate our staff and improve our customer service skills over time.

Source

• Name : Monitoring, Measuring, and Managing Customer Service
• Author : Gary S. Goodman
• getAbstract.com: Link to Book