{"id":5443,"date":"2014-05-06T08:57:21","date_gmt":"2014-05-06T08:57:21","guid":{"rendered":"http:\/\/www.cerebyte.com\/?p=5443"},"modified":"2014-05-06T08:57:21","modified_gmt":"2014-05-06T08:57:21","slug":"making-good-customer-service-better","status":"publish","type":"post","link":"https:\/\/cerebyte.com\/2014\/05\/06\/making-good-customer-service-better\/","title":{"rendered":"Making good customer service better"},"content":{"rendered":"

\t\t\t\t\"customerserv\"<\/a>A recent post on LinkedIn echoes many of the same points I\u2019ve made about customer service, which are worth revisiting.\n\nIn \u201cFive Steps to Walking the Customer Experience Talk,\u201d Jonathan Becher writes, \u201cForrester\u2019s latest Customer Experience Index report finds companies that outperform their peers in customer experience are likely to turn customers into repeat customers, and repeat customers into loyal brand ambassadors.\u201d\n\nNo surprise there. But what\u2019s the best approach for achieving great customer service?\n\nBecher lists several steps:\n\n1. Constantly look at data you\u2019ve already gathered to see if new and better outcomes might exist. Becher cites the example of a UK toy retailer that used existing inventory information to create new services and, in the process, increased online sales by more than 30%.\n\n2. Make decisions based on the customer\u2019s perspective, not what you think are the best interests of your customers.\n\n3. Instead of focusing on reducing call times in your call center, measure how frequently a customer calls back. Getting a customer off the phone quickly isn\u2019t customer-centric; providing great service the first time is.\n\n4. Customer service reps generally want to help their customers, but they don\u2019t often have the support they need from upper-level management. Poor corporate policies make good customer service especially hard to provide, so some changes at the top may be necessary.\n\nRead the full article at LinkedIn.com<\/a>.]]>\t\t<\/p>\n","protected":false},"excerpt":{"rendered":"

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