Coincidence
Here where I work we are constantly graded and scored on things. 3 things we get measured on are Customer satisfaction, support offers and eculture. Customer satisfaction is pretty obvious. Support offers is doing things like offering extended warranties and the like. Eculture is telling the customer about online stuff.
Now this is in addition to teching out the problem and getting things fixed up. The interesting there here is that my group has the highest customer satisfaction rating but about the lowest offer rate for the other two stats. Our team supe has been after us the past coupla weeks to start pulling those numbers up. It will be very interesting to see if those numbers come up and the Customer sat numbers go down.
Now this is in addition to teching out the problem and getting things fixed up. The interesting there here is that my group has the highest customer satisfaction rating but about the lowest offer rate for the other two stats. Our team supe has been after us the past coupla weeks to start pulling those numbers up. It will be very interesting to see if those numbers come up and the Customer sat numbers go down.
posted by Penalt at 11:33 AM
1 Comments:
I've been thinking about this...
Why not, after you have gathered their information, do a short one to three line script saying something like "if you go to blah.com you'll be able to find the forum and immediate support online, in case you have any further questions or problems."
And the support solutions would be something like "I can see that your warrantee has/is about to expire. Would you like (an extension or whatever it is you sell)?" at some other point in the call.
*sigh*
the kids are sick and I'm too disoriented to drive them to a doc's. *sigh*
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