Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?
This is a big question so where do we begin?
As an overview Wholesale NFL Jerseys , it's a given that the answer is three-fold: People, Process, and Technology. Let me say right from the start, my bias is on the people side.
My questions for you to ponder are:
1) Do you collect and measure any data? After all, what gets measured gets managed Wholesale Jerseys , and what gets managed gets better.
2) Do you have customer satisfaction statistics? And if yes, how and where are you getting them?
3) Do you have ongoing training in place - not sales training - not product training - not protocol or rules and regulations training but true relationship building skills training?
Let's address the first question. Just because your system has metrics available to you doesn't mean you need to use all of them.
My advice is to start at the end. What are you trying to achieve and what measurement would absolutely reflect that achievement? Then that's what you want to measure. The first time you measure gives you a baseline, a benchmark, to use for charting your progress 1 month, 3 months Cheap NFL Jerseys China , 6 months down the line. You're not comparing yourself to any one but yourself so it's fairly accurate. Yes, there are environmental or economic or seasonal issues, but you're getting a pretty truthful snapshot.
As an example, lots of companies measure length of call. Yes, this is a useful statistic. But if you are committed to customer service Cheap NFL Jerseys , then I would suggest first call resolution is more important than length of call. Southwest Airlines is committed to quality customer service and they don't even calculate length of call.
We'll cover question #2 in the next Tip and so on.
If you have questions or tips you'd like covered, please feel free to email me at rosanne@ . To receive your own copy, email subscribe@ .
I received an email the other day from one of our customers. "Please help. I am desperate. My life is a mess. I have read your book, The Initiation. I think it's true what you say, but nothing is working for me."
Of course Cheap Jerseys From China , I responded. It was more than a plea for help, it was a challenge.
So we got into some back and forth emails, questions and answers, clarifications and finally this firm suggestion from me.
"You absolutely must change your habitual way of doing things and thinking about things. Otherwise you are going to continue to get the same results.
"Philosophy, self-help books and all other educational material is ONLY GOOD IF IT IS APPLIED to the way you live your life. It does no good gathering dust on your bookshelf or even bouncing around in your head. It is the application that produces results Cheap Jerseys , not the information."
"Ok. I am prepared to change. What should I do?" is what I get back from him.
So, I made a simple list of things to do every day. Maybe 1 hour's worth of extra activity. Likely less.
What I get back is amazing. First there is a list of reasons why half the things I suggest cannot be done by him. Then there are questions about why I think it necessary to do the other things on the list. He thinks that they are a waste of time. And, besides which, he certainly has no extra time in the day. He is already overworked and does not spend enough time with his wife.
Now, I already know from our previous emails what his days look like. He spends about half his evenings sitting on the couch with his wife, watching TV. So I write back and tell him his excuse about no time does not wash. He should take some of his TV time and start making his life work better. He replies that he is unwilling to give up any TV time because that is the only time he and his wife have together and he's not willing to give that up because their relationship is already in trouble.
I am tempted to quit right then and there. I mean this guy either just does not get it or he is playing me along like some fish he has hooked. Maybe he's just another emotional vampire. I've seen enough of those over the years. Maybe if I was a psychotherapist, I'd look forward to dealing with this kind of nonsense, but...
So, I write back one last time. Maybe I can shock him...
"Ok. Here is how it is for you...
"You are a prisoner. You have built the walls that hold you captive yourself. You have locked the only door and you have quite plainly told me that you have thrown away the only willingness to change.
"Even if I came and forced the door open, you'd refuse to leave your safe little jail.
"So quit pretending; quit crying for help. Until you decide to break free from your self-imposed chains#7# no book, no bell and no candle will help you."
This is what he replies with, "I knew that you were a fake. You only pretended to know the answers."
I relate this now because I think that each of us has some of my friend in us. We are habituated to feeling, thinking and acting in certain ways. We are not always pleased with the results we end up with, but we absolutely refuse to consider that what we are and what we do produces the results we are getting. We refuse to change and we blame the world for the way things are.
This is not a new theme. It bears repeating though#8# because our habits come back to haunt us time and time again. We are imprisoned by our addictions, our habitual way of being.
We go to a seminar or read a book and are inspired to make a little change in attitude or thinking process. Suddenly life seems better. Then some guy cuts us off in traffic or the stock market drops 500 points or it rains on our parade and we are back to thinking and acting the same old way. And, strangely, life seems to be tough again.
Juwel
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13.01.2020 01:47
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