Customer Service and Six Sigma – The Fundamental Link With all the talk about Six Sigma and its benefits for various organizations in the last few years, it’s important to understand its implications on some specific areas, like customer service. There is a lot to gain from optimizing your processes with the help of Six […]
The Growing Importance of Customer Service
The Growing Importance of Customer Service Customer service has always been at the center of many companies’ work, but it was not until recently that we started to truly comprehend its important in the grand scheme of things. As a result, many companies have started to completely change their approach to servicing their clients, and […]
Identifying Weak Points in Your Customer Service
> Optimizing any process should start with a careful, critical look at its weaknesses. If you put your mind to it, you can probably identify many issues with pretty much every aspect of your organization. And when it comes to customer service, there is no shortage of things that can go wrong. What’s worse though, […]
Remaining Efficient in Customer Service as the Company Grows
Remaining Efficient in Customer Service as the Company Grows While every business must always strive for expansion, it’s not that straightforward to maintain the right kind of progress on all fronts of the organization. Customer service and support is especially tricky and has to be approached very carefully if you want to avoid seeing your […]
Data Analysis and Customer Service
Data Analysis and Customer Service The strong link between customer service and data analysis has started to become quite apparent in recent years. It’s no longer about collecting simple metrics like call duration and other similar points. We now have the capacity to analyze customer service interactions on a much deeper, more complex level, and […]
Eliminating Waste in Customer Service
Eliminating Waste in Customer Service Waste is a major problem in many industries, and it can pop up in some surprising places from time to time. And if you’re not prepared to deal with it adequately, it can be very damaging to your company’s operations in the long run. Thankfully, we have various methodologies nowadays […]
[VIDEO] Winning With Exceptional Customer Service
In the U.S., poor customer service costs brands $83 billion every year. A study by management consultancy Bain & Company and Harvard Business School found increasing customer retention rates by 5 percent increases profits by 25 to 95 percent. To keep your customers coming back, businesses must provide a good product and a high-quality customer […]
Voice of the Customer (VOC): Get Strategic and Get Results
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” ~Derek Sivers, Founder of CD Baby When you are dealing with customer issues, do you ever feel you are just putting out fires? Running […]
Lean Fundamentals – Improve Your Skills with the Right Training
A Lean organization understands customer value and focuses its key processes to continuously increase it. The ultimate goal is to provide the highest quality value to the customer through a perfect creation process that has zero waste. Lean thinking changes the focus of management from optimizing technologies, assets, and departments to optimizing the flow of […]
Voice of the Customer: Are We Asking the Right Questions?
When considering Voice of the Customer (VOC) initiatives in your organization, are you focused and asking the right questions? Lack of direction and unclear communications create results that produce failure for both the organization and their customers. The real goal of any organization is to be profitable, but when we don’t really listen to the […]