User:RevaSeymour
The improvement of internal services has a positive effect on external client service. Encouraging good team work and inter departmental collaboration are a core function of anyone in a managerial position and so form a key subject in management training courses. Step 1 is to clearly define the criteria for success. Make clear statements about what you actually mean by giving good service.youtube.com Define very clearly the aspects of success you are striving for.youtube.com Your attitude towards client service. Personal skills and abilities. Step 2 is to assess the extent to which improvements need to be made. So as to avoid subjective, and thereby possibly inaccurate, assessments of the quality of the customer service you offer, you should develop a testing instrument which will gauge this (such as a client questionnaire). This will present you with an objective assessment of the improvements which need to be made.
Every department manager can develop his or her own criteria, or you can draw up a grid, which is valid for every department and so makes it easier to compare the results. How much contact did you have with department X over the last twelve months? The first person with whom I come into contact in the company can help me or puts me in touch with someone who can help me. They have the knowledge and ability to help me It is possible to work with them in general. They manage to meet my needs and answer my questions on time or even before the deadline. Calls and messages that I make are promptly returned/answered.
They try and find out what I really need. Step 3 is to analyse the results. The results of the questionnaires should be summarised in tables and graphs and these should then be sent to the department managers concerned. The results for each department are compared with the very best, very worst and average results for every question asked. It is usually advised that when publishing the results you focus on the best four or five departments and not to allow the remaining results to be readily accessible. This will create too much unrest and will frustrate, rather than encourage the weaker departments. A tried and tested method of management training used to improve understanding for other colleagues and departments is to send your key people on attachment to the departments with which they have most contact.
If an employee has "been in someone else's shoes," they will be more willing to replace their narrow point of view with co-operation. Step 4 Linking the results to a bonus system. A company bonus system which is linked to improved customer service results can be an additional incentive to improved co-operation between the various teams and departments. The challenge is in finding an acceptable bonus scheme for departments with varying levels of demands and requirements. Step 5 is to seek information from your customers. If your customers note in a questionnaire that your overall service has improved, you will know that your efforts have all been worthwhile.
Encourages others to be on time to work and to be ready to go. Though we appreciate her timely attendance, there are a few things Jenny should work on over the next year. She has a tendency to take long lunch breaks which disrupts her coworker’s lunch schedules. Additionally, as we mentioned earlier, she has been late to work a few times. Overall, though, Jenny has met expectations this year for attendance. We’ve noticed Jenny’s efforts this year to improve communication with her coworkers. Her daily reporting and clarifying technical notes in the knowledge base has helped this department quite a bit. We appreciate Jenny’s efforts in ensuring her team fully understands what is going on.
Improved her knowledge base additions and edited some of the existing entries for clarity and accuracy. Responded to internal emails on a timely basis. Focused on communication efforts with fellow team members. Communicated with her management in a more effective manner. Jenny can continue to improve in her communication skills, especially in the area of listening. Jenny has a tendency to cut people off before they have had a chance to fully explain their position. Jenny has exceeded expectations in the area of communication this past year. Jenny has provided good customer service to our clients this year. As her position is primarily customer service to external clients, we did not rate her as exceeding expectations as she has done a wonderful job, but she is not rated in the top group in this category.
We have been pleased with the way Jenny has communicated with her clients this year. Received high quality marks on her customer service satisfaction surveys, she is at a 88.7% satisfied for the past quarter. Has an excellent call time score, placing her in the top 15% of call center representatives. Has reduced give backs and refunds 12% year over year. Received excellent scores on the random call quality assurance reviews. Jenny should continue to improve this year to be in the top group of CSRs. Her score of 88.7% is good, but it can improve - Jenny should be over 90%. Jenny can improve this year by continuing to take training in this area.
As we mentioned earlier, Jenny has worked hard to improve the knowledge base and edit some of the entries in it. However, Jenny can continue to work on her technical knowledge as she has not grown as much as we’ve liked this year. Her customer service skills were good this year, but she often has to send the more difficult calls onto second level support. She should continue to grow in her technical knowledge to handle these calls herself. Handed off 32% of her calls to second level, 7% above the level she should be at. Took 22% longer to handle certain types of technical calls versus her peers. Did not receive any other certifications, though we expected she would receive networking and hardware ones. Over the next year, Jenny should pursue her other certifications and continue in the training classes to improve her technical knowledge. Jenny has so much potential, yet she doesn’t take advantage of all of the training opportunities we provide her. Additionally, some of the HR required classes have proven to be difficult for Jenny. Too often she sees training as a "vacation" from her real job and her attitude reflects it during class. Jenny must improve in this area to be successful over the next year.
I recently experienced some awesome customer service from a boarding kennel at Purga. A couple of days after we returned from a short break away we received a letter - well our dog did! It included a customer satisfaction survey (reply paid) and a scratchie. We immediately picked up the phone and booked our dog in for another 7-day stay later in the year. Consider that return on investment. 2 for repeat business. Not to mention we’re telling everyone we know about them! Not bad - and not hard. It doesn’t take much to treat your customers/clients with respect - and dare I say it … gratitude.
And as a business you should be grateful for them - without them you’d have no business. Your staff should be grateful for them - without them they’d be unemployed. And don’t forget your regular clients/customers. One bad experience and they’ll be off like a shot. Even if you have a long-term, excellent relationship you cannot afford to become complacent. Treat every customer like they’re coming to you for the first time. The better your service the more your customers will expect and the greater the disappointment if you let them down … just once. You must be consistent - and your staff must consistently provide top notch customer service if you want to keep ahead of the competition.
A simple, warm and genuine greeting to EVERY customer from your staff may be all that differentiates you from the competition but will get customers coming back to you because they’ve been made feel special. It could be more tangible - like offering after-sales service, an extended warranty or discounts for cash purchases. For service-based businesses how about a card on your client’s birthday, or the anniversary of the day they commenced business with you? Author's Bio: Award-winning virtual assistant, Lyn Prowse-Bishop, MVA ASO CAVB PVAA is owner/manager of Executive Stress Office Support (eSOS), specialising in medico-legal digital transcription, virtual author support and executive personal assistant services for clients around the world. How can you spend less time in the office and more enjoying life? Please Register or Login to post new comment.
Great post Ivan Widjaya, bookmarked, indeed customer service matters, matters a lot! Since employees performance have been proved to restore customer trust (3). In other words bad employee performance can harm your business, therefore you need to have employees who love what they do, you and the brand they are working for. And that’s exactly what the point number three focuses on, to have your employees satisfied or else you will not get what you desire to get when it comes to "Business". That’s it, Hope your readers would appreciate it 🙂 and yeah if they want to know more on customer service, I recommend them a post, that gives practical steps on how to deliver effective customer service. Here, How To Deliver Effective Customer Service ? 2. Cadwallader, S., Burke Jarvis, C., Bitner, M.J. Marketing Science, Vol. 38, pp.
Budget Billing allows you to pay one consistent and predictable monthly utility payment amount every month. We calculate your entire electricity bill for the past 12 months, divide by 12, and round to the nearest whole dollar. We calculate your total water bill for the past 12 months, divide by 12, and round to the nearest whole dollar. We calculate a fixed monthly charge for Solid Waste, Surface Water and Wastewater utility services, if applicable. Then, every 12 months we will recalculate your monthly charge for the next 12 months based on the previous year’s data. All debits or credits from the previous budget billing term are divided by 12 and applied to next year’s budget amount.
See our Budget Billing page to enroll or learn more about the program. You will need to provide your account number, the last four digits of the primary account holder’s Social Security number and your debit or credit card number. You will receive a confirmation number after the transaction is finished. Yes. The City of Tacoma and TPU offer a program called Internet Self Service that allows you to view and pay your bill online. You can pay by either automatic draft from your checking or savings account or with your Visa, MasterCard or Discover debit or credit card using MyAccount.
For many accounts, we offer an alternate due date option of the 10th, 20th or 30th of the month. Utility payments are due 15 days after the bill is mailed. The due date is listed in the top right corner of the front page of your bill and in the top right corner of the detachable payment stub. However, if you are unable to pay your bill on time, we can help. Calling early gives you greater flexibility and helps prevent any disruption in your service. Please note that late payment charges are added to bills not paid on time. 3 or 1% of the outstanding bill, whichever is greater.
Unpaid bills and deposits may also result in a service disconnection, and there are additional fees to reconnect your service. So it is in your best interest to request payment arrangements as soon as possible if you cannot pay your bill on time. The customer charge covers administrative costs such as reading and servicing your meter, preparing and mailing bills and maintaining and updating billing records and applicable franchise fees. The energy charge covers the cost of producing electricity. The delivery charge reflects costs relating to poles, lines, transformers and other equipment that delivers electricity from its source to your home.
Learn more about the charges on your bill. No. To ensure your meter is accurately read, a TPU technician must do the readings. Plus, with more than 180,000 customers, we cannot answer the high volume of calls this process would create. Depending on your situation, you may be required to pay a deposit for electricity, water and/or commercial solid waste services. However, security deposits may be waived for property owners who have established a satisfactory payment history with us. Learn more about our deposits. Reading your electric meter is a great way to track how your home is using electricity.
First, read all the dials from left to right and record the smaller of the two numbers on either side of the pointer. Then, to figure out how much electricity you have used, subtract the previous meter reading from your present meter reading. Most residential meters have signs that read "multiply by 10." This will give you the number of kilowatt-hours of electricity you have used since the last reading. In most cases, you do not have to be home when your service is connected or reconnected. To better understand electrical components you are responsible for maintaining, see our electrical equipment diagram. Business Hours: Monday through Friday, 8:00 a.m. Business Hours: Monday through Friday, 8:00 a.m. Please call only once to keep the line open for other customers. We also ask for your patience. Many people can be affected by a storm or outage, and our phone lines may be busy.
I bought a new Acer Nitro 5 in the first week of this January which comes with a year long warranty. Fast forward to this Saturday and it's display appears dim at the corners so I took it to them again, remember that the laptop's been sitting at my home and I've taken it out of my house only in March. They tell me that the LCD is damaged and will need to be replaced( they say it's unrepairable) and that it will definitely be covered by warranty. So I lodge a complaint with the Acer customer service. 50) to get it replaced. Few hours later they call me and tell me that they're rejecting my repair case, hours before I even get an email saying that they're opening the case. This happened at around 3pm yesterday.
At 6:30pm I get an email from Acer that my case has been opened and that my LCD will be fixed by them.youtube.com I have screenshots with both the timing of the calls and email. Just to summarize: Service center tells me they'll fix it, then call me and tell me that it will be charged and they they're rejecting my case even before it has been opened. Acer Customer support emails me and tells me my case has been opened 3 hours after that. I call and ask at both places and one tells me that warranty covers the damage and the other says it doesn't. What are the laws around this kind of stuff? Can I ask them to take a picture of the damage? I'm pretty sure it's not my fault.
Recently,despite huge incentives and subsequent increases in investment in customer relationship management technology, many firms have not been able to increase their customer satisfaction index ratings. The purpose of this paper is to gauge whether IT management practices differ among firms where IT has a major role in transforming marketing, operations, or both, which give the firms advantage by affecting their customer service. Several research hypotheses are tested using data obtained from a survey of 213 IT-leaders in the financial services industry. The results clearly indicate that the IT-leader firms have a higher level of IT management sophistication and a higher role for their IT-leaders compared to IT-enabled customer focus, IT-enabled operations focus, and IT-laggard firms. This paper concludes with the implications for both researchers and practitioners.
Satisfying customer needs requires that the service parameters and quality expectations are known in the first place. Similarly, the degree of success in meeting those needs must also be identified and monitored, to ensure that resources are used efficiently. Market research methods are employed to obtain the information to satisfy both of these needs. Although the process demands accuracy in sampling and processing to provide reliable information, acquiring feedback from marketing research is relatively simple, although not always easy. The treatment of customer satisfaction measurement is here based on the standard principles of marketing, which aim for an optimum of repeat business through customer satisfaction, within stated resource limitations to protect the ultimate profit motive.
This objective is usually achieved through the employment of marketing research and performance tracking, or feedback. What is customer satisfaction? In simplest terms, it is the customer,s perception that his or her expectations have been met or surpassed. You buy something, and you expect it to work properly. If it does, you are satisfied. If it does not, you are dissatisfied. Now, it is up to the seller to find a way to fix the problem so that you can become satisfied. When the fix occurs to your approval, you are satisfied. It is a simple truth. Satisfied customers do more business with you more often. They purchase more each time around,and they purchase more often. They also refer their family and friends to you.
The link between sales, service satisfaction and profits is direct. The more a customer is satisfied, the more he or she spends. The more customers spend, the more you sell. And usually the more you sell, the profits are greater. In planning for optimum levels of customer satisfaction, the following five criteria must be addressed within a balanced framework. The sixth provides the basis for measuring and monitoring customer satisfaction levels. To date, owing to the complex structure of customer service, there are very few reference works dealing specifically with the practical aspects of customer satisfaction measurement as such. 1: Confirm your customers’ Needs!
Successful service organizations understand the profiles, very basic needs, priorities, motivations, and expectations of their customers. 2: Coordinate All Resources! With functionalization employed in most large organizations, effective internal communications are required to ensure the best concentration of effort, so that. The importance of communications with both, internal and external customers cannot be over-emphasized. The importance of "front-line" customer service has been given much emphasis in recent years. Regardless of the quality of the front-line service, this cannot produce customer satisfaction in isolation unless the core service or product is also what the customer wants to begin with. 5: Compete with Service Quality! Today, change has become a way of life for successful businesses.
Competing for their share of often declining, markets with fewer spending dollars, they are searching for more innovative ways to satisfy their customers, in order to survive and thrive. Quality improvements are thus driven largely by competition. How to implement superior Customer Service Quality? Here are five proven techniques to to implement an outstanding customer service quality in your business. Give them something more than they were expecting. Your staff must be trained to identify when and where problems are occurring and the steps they need to take to correct them before the customer sees any mistakes. Statistical measurement tools and quality standards of performance is the foundation for making this technique work great. Also, have your staff check, double check and recheck their own work rather than hiring quality watchmen.
Finally, you personally must inspect what you expect, so work with employees to set their performance standards and then catch them doing something right. Customers who communicate with on a regular basis feel cared for and they are more likely to forgive isolated or intermittent errors on your part. Keep in constant contact with your customers through newsletters, thank you cards, birthday and holiday cards, and telephone calls. Customers are just as happy to receive rewards as are your employees. Make your customers your partners, either in a literal or figurative sense. When people have a psychological or financial stake in a venture, they put more effort into making it work. Have your customers visit your office or facility, do a rigorous inspection and make suggestions on how you can improve your service quality.youtube.com Invite your customers to be on your advisory board or your board of directors.youtube.com Their insight will help you be a better provider of goods and services. I am the Brand equity manager at Viraliy and over here ,we help emerging brand build targeted web and social signals. Think you will need help?
Seattle has seven customer service centers located throughout the city and one mobile center that visits traditionally underserved neighborhoods. These "little city halls" are where you can go to find information about Seattle services and programs and make various in-person payments. Below are the services we offer at our customer service centers. Please note: Services may vary by location. Please visit the specific customer service center page to see the services available at that location. Passport services. DS-11 applications only. Account help for Seattle City Light and Seattle Public Utilities (Downtown Customer Service Center only). Information and referral services. Computers with free internet access. FACT Act compliance help.
Verifiable employment in that field (customer service). Do you have a minimum experience in a customer service? Yes,I have 3 years of experience of customer service. What customer service experience do you have? There are many people with a great amount of customer service experience in their background. Other people have no experience. Outline your customer service experience? When you apply for a job, you may be asked to outline your customer service experience. If this is the case, you should discuss times when you went out of your way to provide great customer service. Discuss how you have helped calm an irate customer as well. Substantial experience in a customer service environment?
Substantial training and experience is needed in a customer service environment. This enables the customer care representative handle the queries of their customers in a professional way. What to write for please summarize any customer service experience you have had? There a number of things you can write to summarize any customer service experience you have had. Mentioning a sales experience or helping a customer who was did not know what exactly to buy are some of the issues you can highlight. How would you describe the perfect shopping and customer service experience?youtube.com What is your experience with quality of Comcast customer service?
