The “TONE” is the Message…Enhancing the Quality of Customer Service

customer service

Most companies put all their education (Notice I sad Education…When we worked for MBNA before the BOA merger they always said you TRAIN animals and EDUCATED people…that always stuck with me) in how to run a specific program, skill or channel. What to look for, what screen do you have to be on, who button do you have to click. They do NOT do a great job in facilitating tone and delight in their calls. Most companies want to educate as fast as they can so they can have reps producing as quickly as possible even to the detriment to their client or customer. Remember you need to understand in the age of social media your customers will talk to others. We want them to be evangelists for our brand. We need to understand that as we train.

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The 5 Absolutes for an Amazing Call Center and Customer Service Culture

culture

You learn some things after running contact centers for 20+ years. The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

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Ongoing Agent Analysis- The Most Effective Way to Improve Quality in Your Call Center

quality

Do all your contact center/customer service agents have a current, up to date improvement plan? Do they understand their goals for quality, sales, conversion or net promotion? There are a lot of centers that just do a quick morning meeting and then get on with their day. If that is the basis for your reps improvement/goal setting then let’s look at something very easy to do that I think can benefit all centers.

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Improve the Overall Quality of Your Customer Service Agents- Agent Analysis Program

quality

Do all your contact center/customer service agents have a current, up to date improvement plan? Do they understand their goals for quality, sales, conversion or net promotion? There are a lot of centers that just do a quick morning meeting and then get on with their day. If that is the basis for your reps improvement/goal setting then let’s look at something very easy to do that I think can benefit all centers.

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5 Tips For Creating a GREAT Customer Service Call Center Culture

cult

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

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Using the TRUST Equation to Develop Leadership RESPECT

leadership1

Being young, having a Type A personality and being put in-charge of many people can be a recipe for disaster! Many years ago In my mid 20’s I had progressed my way up in the Call Center that I was working at to the job of being the AM Production Coordinator(15 supervisors and 150 agents). My duties were to make sure that the AM shift met all of its qualitative and quantitative goals for both the clients we worked for and the company.

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