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Custor Service and The Human Experience
Custor ServiceRosanne Dausilio billige nike air force 1 , Ph.D.
Historically, custor service was delivered over the phone or in person. Custors didnt have many choices, and switching to petitors was cumberso. Today, these thods are but o of the many possible touch points of entry for any given intertion. With all the options the Inter brings, petition is literally a click away. If, as has been reported, 65% of your business es from current custors, then in order to stay in business, you best focus on winning the satisftion and loyalty of those custors. With continued attention on custor service nike roshe one nm breeze , custor retention, and lifeti value of the custor, it is no surprise that contt center operations continue to increase in importance as the primary hub of a custors experience. The contt center is still the most mon way that custors get in touch with businesses. In ft, Gartner reports 92% of all contt is through the center. While much attention has been focused on the technology and benefits of providing multiple channels for custor contt, little consideration has been directed to handling the human part of the equationtraining Custor and Technical Service Representatives to field more than just telephone munications. With the explosion of e-rce, the need to rerce keeping the human elent in the equation is paramount. Certainly now more than ever before in history, custor-centric service is a necessity. Twenty five years from now custors will still be human beings, still be driven by desires and needs. Virtual environnts do not create virtual custors. Except for the simplest transtions, so custors still need to be connected with and nurtured by a live person. Amazon. has learned this. They employ hundreds of traditional custor service representatives using phone lines to help custors with questions that cannot be dealt with online. With the ability to handle simple transtions available by using sophisticated nike roshe run slip on dame , self-service technology, custor calls, faxes, andor e-mails are more plex, more plicated, soti even escalated, heightening stress levels. At the sa ti, research has identified the Custor Service and Technical Representative as one of the ten most stressful jobs in Arica today, with job stress costing employers an estimated $300+ billion yearly in absenteeism nike roshe run flyknit tilbud , lowered productivity, rising health insurance costs and other dical expenses (up from $200 + billion just ten years ago.) A recent NIOSH study reported that 50% of employees view job stress as a major problem in their lives--double from a decade ago. Lines of demarcation have blurred and change is rampant in todays center. Why? Because of our cell phones, voice mail, faxbk, PDAs, and e-mail. We are now more available and aessible than ever before. The lines are no longer clear as to where our jobs or projects begin and endthey can follow us ho again and again. In todays petitive marketple there is little difference beeen products and services. What makes the difference--what distinguies one pany from another--is its relationip with the custor. Who has the aweso responsibility for representing themselves, their panies, perhaps their industry in general? Front line representatives. The ability of a pany to provide human-to-human connections--bk and forth live munication--continues to be critically important. The ft is voice is the most natural and powerful human interfe, real ti or otherwise. That isnt going to change any ti soon. To the custor nike roshe run flyknit køb , people are inseparable from the services they provide. Actually, the person on the other end of the phone is the pany. It is no wonder, then, that panies with superior people managent, invest heavily in training and retraining, rercing the human elent. Yet custors still leave. The latest statistics on why are: 45% because of poor service 20% because of lk of attention. This ans that 65% of your custors leave because of sothing your front line is, or is not, doing. 15% for a better product 15% for a cheaper product and 5% other This is the good and the bad news. Its bad news because thats a high percentage. On the other hand, its good news because there is sothing you can do about itit resides on the human side. It is agreed that people billige nike roshe run dame , process, and state of the art technology are what make panies work. For , the people process is most important. After all, its the people who truly make the difference. Never lose sight of the ft that we are human beings, not rely human doings. The ft is 70% to 90% of what happens with custors is driven by human nature, having nothing to do with technology. Technology is ant to enable human endeavors, not to disable them. Extraordinary service or lk thereof, separates the good from the great panies. As more and more organizations are turning to the contt center as a strategic player in the petitive landscape, it is in the throes of re-inventing itself to step up to the plate and bee the heart of a pany's custor fing operations. Empathetic Responsiveness The ability to put yourself in another persons oes and see their point of viewnot agree with them nike roshe run tilbud , not make them right and your pany wrongbut hear what they are saying. After all, basic needs of all of us are to be heard and treated with dignity and respect. I think of a call as an ABC process. A represents the custor presenting their question, request, plaint or problem. C is the ultimate resolution. Most tis B is either skipped or left outbecause of trics, calls in queue, or simply because you know the answer before the custor is even finied speaking. B is where the agent knowledges what they hearbe it upset, anger, frustration, or fear. Or nike air force 1 dame tilbud , a simple thank you for taking the ti to call and bring this to our attention. After all, if a custor calls in to plain, you have the opportunitychallenge to turn them around. If they dont call, and o锘?.