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Product ID: 402194EAU
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Utilizing Metrics to Improve Operations and the Customer Experience

OnDemand Webinar (88 minutes)
  • Gain a better understanding of how to determine what key metrics customer service groups should be measuring and how to use the information to wow your customers.This topic will provide you how to better build rapport with customers, maintaining a positive attitude, listening with attention and empathy, dealing with angry customers, problem-solving and tips for dealing with customers over the phone and on email. The collective wisdom of our advisory presenter will include: Making a good first impression Maintaining a positive and courteous attitude Asking questions and listening skills Establishing rapport and building relationships Interacting with customers face to face Interacting with customers over the phone Interacting with customers via email Dealing with difficult customers Knowing when to escalate Things to wow every time Understanding the customer's problem staying outside the box Meeting basic needs Going the extra mile


James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS, Shift Happens


What Gets Measured Gets Done…Especially If There Are Associated Rewards

• Every Organization Is Different. One Size Does Not Fit All. Same With Customers. a Policy Is Not the Way to Wow Your Customers

• Create Actionable, Measurable, Consistent Ways to Monitor the Wow Factor and Retention of Your Customers

• Get Consensus From Those in the Center of Gravity as to What Works and What Doesn't

Develop a Resolution Rate

• Reply Time to First Contact With Customer Service Issue

• Monitor Complaint Backlogs

• Evaluate Number and Frequency of Escalated Cases to Upper Management

Satisfaction Is Not the Objective. Wow Your Customers

• Watch the Trends

• Create a Way to Capture Customer Wow Using Videos, Social Media, etc.

• Track by Category. DOA, Wrong Item, Nonperformance. Revise After Reflection. Start Again. Get Better Each Time

Additional Formats

Audio & Reference ManualMore Info