Global Cash Systems

Archive for the ‘Customer Service’ Category

And, this issue of customer service is not limited only to the U.S. Similar to their American counterparts, a majority of the

consumers in all other countries surveyed felt customer service is the most crucial area for companies in the current
economy. But they were equally concerned about the lack of focus on this key area.
Every company today has one or more ways of providing customer service. So if you are a senior customer service
executive and wondering why all that investment is not yielding results – think again! In my opinion, the reasons for failure
of customer service could be:
Not ‘listening’ to the customer: It’s very important for the agent handling the call to understand what the customer
needs and not just hearing them. This will depend on the quality of the call flow diagrams and on the regular training
provided to the agent. Feedback from internal quality monitoring and customer satisfaction surveys needs to get to the
agents in a timely manner, so that the feedback loop and improvement cycle can work properly.
Too much emphasis on AHT: Every agent has a target Average Handle Time (AHT) at the contact center, which is
guided by the call flow diagram. If these are not reviewed periodically to ensure that customers are getting enough time
to express their concerns and the data is being captured accurately, then customers will most likely leave dissatisfied.
It is important to put AHT in the proper perspective, as just one of the many measurements in a process. and not a
measure of the true outcome you are trying to achieve when your customers call.

What do these companies have in common, Southwest Airlines, Neiman Marcus, Marriot, Disney, and Enterprise Car Rental? They are all customer service pioneers. Each company has forged a new path through their commitment, dedication, and innovations, to become known as leaders in delivering excellent customer service. Serving the customer is more than some fancy words on their company mission statements. Customer service truly represents the very essence of each company’s’ existence.

These companies, along with hundreds more, have already done the hard work; they have laid the ground work, set the examples, and blazed the trails for other companies to follow. They have demonstrated how to achieve success by serving the customer.