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From NetSpeed Leader Volume 27, June 26, 2006
Your customers make decisions every day based on how your front line customer service providers present themselves and your organization. Blazing Service providers cultivate the kinds of customer relationships that are win-win-win: the customer is satisfied and therefore more loyal and committed; the customer service professional enjoys a more satisfying daily work experience; your organization reaps the benefits in sales and employee productivity.
What is Blazing Service? Two answers: 1) Blazing service is a shining, top-quality customer service experience that inspires positive feelings for both the customer and the service provider. It is the spark that kindles customer loyalty and respect. 2) Blazing Service is a great new customer service blended learning program from NetSpeed Leadership that develops in participants both the personal qualities and the practical skills that ignite this spark.
Great customer service is your organization’s competitive edge. As customers have more purchasing options and opportunities, service is the differentiating factor. As one customer put it, “There are lots of places I can buy shoes, but only Nordstrom measures my foot any more.” Another woman commented, “When I was shopping for a mortgage, I went with the one that offered the best terms, but they also answered my questions most cheerfully.”
Blazing Service providers have a great attitude, an empathetic approach, and solid problem-solving skills. These key qualities make for top-notch customer service, even when circumstances are out of the customer service professional’s control, circumstances like inventory shortages, irate customers, or long hold times. Blazing Service providers understand that what they can control is themselves, and their responses to any challenge. How they respond to the customer always makes the difference between blazing and smoldering service.
Your front line customer services providers are assets worth developing—your competitive edge. In fact, when Cornell University surveyed 350 call centers across the US, they found that those centers that gave operators more training and more time per call had half the employee attrition rate compared to centers that focused on cost containment. The icing on that cake: call centers in the financial services industry spend an average of $15,000 to add a new operator. Clearly, effective training is a cost containment strategy.
Combining the best of classroom instruction with easy-to-use web-based reinforcement and tracking tools, Blazing Service will help you effectively and efficiently develop those assets, improving both their customer service skills and the personal qualities that ignite the Blazing Service experience.
For more information about how Blazing Service can help improve your bottom line, visit our website or give us a call at the NetSpeed Leadership office, 206-517-5271.
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