my Internet Business Secret

preamble to the Constitution of the United States begins, “We the People.” I firmly believe that we, the people are what makes the difference in life, both personally and professionally.

The person interaction at all levels with your employees, including you, the customer – whether current, potential, internal or external – an opportunity to judge you, your company, all companies like to meet you. I am not just talking about call centers here. Any technical assistance or personnel office are also included. In fact, that is in the customer service business.

By focusing on customer satisfaction, customer loyalty and customer lifetime value, it is no surprise that contact center operations continue to grow in importance as a major center customer experience. For the customer is the person at the other end of the telephone companies. The contact center is still the most common way that customers in contact with companies. In fact, Gartner reports 92% of all contacts through the center. And it was reported that 70% to 90% what happens to the customer led by human nature, which have nothing to do with technology. State of the art technology is now a necessity, but it is possible for people trying not to disable them.

I often speak with customer service and “kicked up a notch.” In the food industry, the word “Lagniappe” is frequently used. Its definition is given a small gift to a customer to purchase. For example, if you go into the bakery and buy a dozen donuts or bagels, you get often a “free” or a dozen.’s what customer service should be about – what the customer expects more from them! Let’s put Lagniappe in the contact center industry.
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When we go to customer service world class, we will discuss a working definition, it is, we’re all on the same page. Customer service is those activities by an employee of the company to increase if the ability of customers to realize the full potential value of a product or service, taken before and after the sale, to the satisfaction and redemption.

Take the first W why?

The state of customer service is not good, either by phone or self service. Since 92% of citizens believe that their call experience in the design of a major company, which reinforces the importance of branding centers in the image of their company.

happened in a survey Mobius Management Systems, this is what is the cause of poor customer service:

60% cancellation of accounts with banks
36% changed />

40% of telephone companies has changed
35% changed credit card provider
375 ISPs changed

Are you one of these statistics? I’m sure.

In a study conducted at Purdue University and Benchmark Portal. com, in response to (1) How did agents to meet your needs and handle the call, and (2) based on a negative experience, would you stop with that company in the future? The results show a strong correlation between age of participants and tend to stop with the company after a bad experience.

What does this mean? Younger participants were less tolerant and more likely to move to competition. Persons 65 years proved to be more demanding than those of middle age.

What can you do? Giving young people the experience of callers “wow” – to maintain their loyalty. People over 36 probably more than one account “emotional” with the company they are dealing with, may have had good experiences and are therefore more willing to forgive. “

In a recent study (CRM Magazine / PeopleSoft Web Seminar on usability helps drive a profitable enterprise contact center), the number of requests for staff to access customer inquiries were:

Third 7%

81st 5%

7th 4%

7th  4% over 10

As you can see, most applications 5.2. The goal, of course, at each point of contact for a site link to a central customer experience customer-centric, synchronized approach satisfying with every interaction.

success strategies for world-class service should include:

Respond quickly
processing requests from customers the choice of medium
Be Cutting back and forth communications (especially in writing or by e-mail, a kick to a call, if more than two)
Personal Customer Delight
What do we mean with delight the customer?

Information and education to Configure your expertise and your professionalism offer options Diffuse upset, anger, when and if necessary Escalate if  Take ownership of the call Remember, we are always on the first W – why. The current pressure on agents are different than in the past. You are invited to more customers, more volume, more complex and handle / or complex calls. After all, if we could resolve our problems in self-service, we probably would not appeal. But when we tried self service and it did not work, now we are very happy and he stepped up calls on the go.

You are invited to provide more information, do it faster and more available and accessible. But they are lowering the cost of generating revenue to cover new technologies, ensure closure and commitment to deliver, “big” service, and when? Yesterday, of course.

As a result, the CDC (Center for Disease Control) has said that the causes of death among children under 65 years:

21% – Environment – war, accidents, crimes
9% – health care – doctors, hospitals, medicines
17% – the biology of man – not because of the

53% – because of how people choose to live their lives!

This is good news and bad news. It is bad news, because it is more than half. But the good news is that this is something we can do something, it’s a matter of choice.

The W # 2 is who should be trained?

We suggest that the front-agents and representatives, supervisors, team player, manager, spoke Assistant Manager, internal clients and other departments – which is a point of contact, they learn, the same language and, especially, are not contradictory position, but together they serve external customers or end users.

The W 3 # Where is the training take place? Out of site in relation to premises, and there are advantages and disadvantages to both.

It is certainly the most cost effective training on site to have. However, distractions are frequent participants are available to a person or problem.

Offsite is more expensive. However, there are no distractions and the participants are not available, other departments, their officers, or any other problem. I think there is a psychological value if people take time off work and off-site on the jobs they accept touch.

The # 4 W What is that in every training session should be included? We believe that the following modules provide a solid

* Customer Service Quality
* Report Building
* Expectations of our customers
* Shifting Perception

* Conflict Resolution
* Language
* Anger Management
* E-mail
* Stress Reduction
* Change Management
* Communication Skills Listening
* Interaction / Role Play
* Service with a smile

Over the University offers certification to ante. The more professionally you treat your employees, they are more professionally treat your customers.

The W # 5 when. We say for new hires, monthly, ongoingly systematically when the change occurs when the increase of stress factors and, if necessary.

We further suggest that each employee will receive at least 24 hours per year of training over time to spread absorption. We divide our training into two sessions of four hours per day and deliver 6 days per employee. Therefore, 30 people can participate in the training day. If there is no training, we have four days once a month for four months, then a session three months later, then another three months later. In this way, training is customized in real time and can handle regardless of the challenges are presented when they occur.