Do you supply personal information over the internet? Do you use your credit card online? Do you hand your credit card to servers at restaurants? Do you carry your social security card in your wallet? According to the F.B.I. and the Federal ...

How To Kick Your Customer Service Up A Notch! 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, it's a given t...

The preamble to the United States Constitution begins, 'we, the people.' I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your employees,...

Turnover continues to be high; new hire costs are on the rise-I've seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How ...

The preamble to the United States Constitution begins, 'We, the people.' I feel strongly that we, the people, are what make the difference in life, both personally and professionally.

The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry.

What four letter words do we mean? Here are a few:
Talk
Chat
Tell
Blab

Let's look at 'talk' as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about anything, even things we know absolutely nothing about! And we can go on and on about any topic.

While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.

The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:

Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance.

Most organizations still do not provide comprehensive, let alone adequate, training in today's marketplace. A recent report by the Service & Support Professionals Association (SSPA) said that only 27% of service and support staff spend more than 5 days on annual ongoing training.

Beyond that, it was found that 82% of new hires feel they do not receive much training in customer service skills, compared to only 18% who feel they do.

Does this ever happen to you? Do you feel overworked? Overwhelmed? Overtired? Most of us are busier than ever: We're doing our jobs plus sometimes the jobs of one or two gone-but-not-replaced colleagues and doing it all with less support.

'Do more with less'is the unforgiving mantra of business in industry today. Make more decisions, launch more innovations, get more stuff done, with fewer people and less resources.

Are you aware of who your customers are? Are they male or female? What is their age? Are they married or single? If you answered no to any these questions you are not alone. Many organizations are unaware of who their customers are.

In a recent study (Rostrvm Solutions Limited 07) when asked these questions:

1)Roughly what proportion of your customers are under the age of 35? and
2)What proportion of your customers are female?

nearly two thirds of the answers were 'I don't know!'

However, it was noted that smaller companies had a stronger awareness of customer demographics when compared with larger operations.