If Customer Satisfaction IVR survey results are used to measure customer satisfaction, then what are the best metrics to measure efficiency (cost) in an inbound environment?
What are the best metrics to measure efficiency (cost) in an inbound environment?
http://www.tmcnet.com/channels/workforce...
IEX Solution Applies Inbound WFM Techniques to Outbound Environment
By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
What you want may be here...
gl
Monday, May 11, 2009
Pleaseee help to check if my english is correct?
i need to write down my past accomplishment, and here it is :-
- "Received a good feedback from the customer" ---%26gt;( i wanted to say that the customers has given me a good feedback when we do the customer satisfaction survey. Does the above sentance delivers this message? and is it good enough?)
My strength:-
- Has the ability to listen and able to compromise well with the team to find the best solution ---%26gt; (my leader wanted to me to say that, i listen alot..also to other peoples opinion n make used of it and i compromise well which helps to find the best solution. Is the above sentance correct?)
Pleaseee help me. Thank u very mych
Pleaseee help to check if my english is correct?
I would spin it a little more positive.
"Received a good feedback from the customer"
= EXCELLENT CUSTOMER SERVICE
and your strength:
EXCELLENT LISTENING AND PROBLEM-SOLVING SKILLS.
I AM A TEAM PLAYER WHO ENJOYS FINDING THE BEST SOLUTIONS FOR MY CUSTOMERS.
Reply:It is mostly right good job. But if i were to reword them i would write them like this, taking out some uncessescary prepositions.
Received good feedback from the customer
and
Has the ability to listen and is able to compromise well with the team to find the best solution.
Good luck with your future accomplishments :)
- "Received a good feedback from the customer" ---%26gt;( i wanted to say that the customers has given me a good feedback when we do the customer satisfaction survey. Does the above sentance delivers this message? and is it good enough?)
My strength:-
- Has the ability to listen and able to compromise well with the team to find the best solution ---%26gt; (my leader wanted to me to say that, i listen alot..also to other peoples opinion n make used of it and i compromise well which helps to find the best solution. Is the above sentance correct?)
Pleaseee help me. Thank u very mych
Pleaseee help to check if my english is correct?
I would spin it a little more positive.
"Received a good feedback from the customer"
= EXCELLENT CUSTOMER SERVICE
and your strength:
EXCELLENT LISTENING AND PROBLEM-SOLVING SKILLS.
I AM A TEAM PLAYER WHO ENJOYS FINDING THE BEST SOLUTIONS FOR MY CUSTOMERS.
Reply:It is mostly right good job. But if i were to reword them i would write them like this, taking out some uncessescary prepositions.
Received good feedback from the customer
and
Has the ability to listen and is able to compromise well with the team to find the best solution.
Good luck with your future accomplishments :)
M.D has been surveying customers about their dining experience. survey used a scale of 1 to 5.?
Mel's diner has been surbeying their customers for the past couple of years about their dining experience in the restaurant. the survey uses a scale of one to five, five being best to indicate customer satisfaction. Mel's customer satisfaction averaged 2.5 last year, but this year it is 2.9. is the difference statistically significant? and is this pa parametric or nonparametric?
M.D has been surveying customers about their dining experience. survey used a scale of 1 to 5.?
2.9 would suggest better customer service. But the customers themselves will have different likes and dislikes.
If the 2.9 value was maintained over a vast range of customers' surveys, then yes it's statistically significant. The significance of this should show in the income.
It could be parametric if this value is maintained.
Reply:The answer depends on the sample size and assumptions about the distribution of scores. The test would be parametric.
Reply:Really depends on the sample size, you may have to be concerned with time of day, and type of meal as well. New wait staff? How busy it is? Lots of posssible factors depending on how many times it was taken. Assuming all else is the same then size is most critical.
train horns
M.D has been surveying customers about their dining experience. survey used a scale of 1 to 5.?
2.9 would suggest better customer service. But the customers themselves will have different likes and dislikes.
If the 2.9 value was maintained over a vast range of customers' surveys, then yes it's statistically significant. The significance of this should show in the income.
It could be parametric if this value is maintained.
Reply:The answer depends on the sample size and assumptions about the distribution of scores. The test would be parametric.
Reply:Really depends on the sample size, you may have to be concerned with time of day, and type of meal as well. New wait staff? How busy it is? Lots of posssible factors depending on how many times it was taken. Assuming all else is the same then size is most critical.
train horns
I recieved a customer satisfaction survery from the post office today... any idea why?
It just seems strange they would send this survey. This is the first time in... well, my whole life, that I have ever gotten one of these. Do you think there could be a problem with my postal carrier?
I recieved a customer satisfaction survery from the post office today... any idea why?
No, it's a random survey.
I recieved a customer satisfaction survery from the post office today... any idea why?
No, it's a random survey.
Are retailers/service providers really concerned with customer satisfaction anymore?
I find that I spend an awful lot of time sorting out problems with my cable and broadband provider/gas and electric company etc. not to mention wrongly delivered goods/incomplete goods etc etc etc. What's more, their so-called customer helplines make being unhelpful into an art form and can be so rude to you, the paying customer. I have to say that things are much the same before they have secured your purchase, in many cases. Have you tried asking for advice in an electrical store recently? Is the philosophy of customer-satisfaction just a token gesture nowadays? Why and how do these companies continue to generate huge profits despite essentially poor consumer-relations (regardless of what their 'surveys' show)?
Are retailers/service providers really concerned with customer satisfaction anymore?
NO they are not, as a whole concerned ,
about us their retail customers .
This is very short sighted ,as we have seen many ,
previously high, profit making businesses,
that are
are now going "to the wall"
Because of their cavalier attitude to the customers
It is a competitive world and eventually people ,
rebel against this off hand treatment
and take their custom else were ,
for better service and support
Then the huge profits made,
from their poorly served customers ,
will fall and they will be no more .
When we are treated ,with this contempt and indifference ---
We should all "vote" with our feet !!!!!
%26gt;^,,^%26lt;
Reply:todays "free trade" society is obsessed with products of all kinds. most people feel pressurised to have most products because it is "cool" or "socially acceptable" to have them. in the capitalist world this means that many more products are becoming essential like water, electricity and food. this means companies can charge you whatever they want and not worry about customer service as much. that s my hate fuelled explanation anyway!!
lol!!!
Reply:"Customer service" seems to be a euphamism for damage limitation for when things go wrong.
The only reason large companies with poor customer relations make big profits, it that people put up with poor service and take it for granted.
I do not. If I get poor service and am dissatisfied, I vote with my feet and take my business elsewhere. This applies to all businesses; banks, shops, utility companies, transportation, you name it. If more people did this, the bad companies would go bust in no time.
Reply:Well rocket, there may be many explanations...many reasons...
1.In countries where there are lots of competition in an industry and the service industries are matured, firms try to differentiate by providing high quality and thats why due to competition its not true that such costs will also charge more...they provide quality to survive......But in cases where the service industries are not so mature, they don't have to bother about customer.....its demand and supply game.. they supply and demand is already there...who cares about quality?
2. In some cases even in matured markets, some firms provide so cheap low cost versions that they don't provide quality and they explicitly state that in their communications to customers.
3. Still if they claim to provide high quality but are not providing it, its is the management problem. Such firms in mature markets in long term will lose customers always.
Now pick up your case.
WHAT CAN YOU DO TO SOLVE YOUR PROBLEM?
If your case is no.3 and you expect high quality- shift to another firm or if switching cost is high then complain and keep on complaining to the top management. If its a good firm they will listen or else drag them to the consumer courts.
MANY A TIMES BECAUSE OF OUR DIDN'T MATTER attitude even good firms don't provide what they claim. But, once they understand that customers too have power they will be more responsible towards customers like you....
Let me know your view......
Reply:I think it depends on the store. One place I buy music from has got such great staff I travel 20 miles to go there rather than the one in my town. Some places are really strong on customer service.
Reply:It depends upon their marketing strategy. Quality retailers who do not sell on price will invest in customer satisfaction and provide the back up this needs. Outlets that sell by tying to be the cheapest will strip their costs to the bone employing pushy spotty faced salespeople who will tell you anything to sell you anything.
Are retailers/service providers really concerned with customer satisfaction anymore?
NO they are not, as a whole concerned ,
about us their retail customers .
This is very short sighted ,as we have seen many ,
previously high, profit making businesses,
that are
are now going "to the wall"
Because of their cavalier attitude to the customers
It is a competitive world and eventually people ,
rebel against this off hand treatment
and take their custom else were ,
for better service and support
Then the huge profits made,
from their poorly served customers ,
will fall and they will be no more .
When we are treated ,with this contempt and indifference ---
We should all "vote" with our feet !!!!!
%26gt;^,,^%26lt;
Reply:todays "free trade" society is obsessed with products of all kinds. most people feel pressurised to have most products because it is "cool" or "socially acceptable" to have them. in the capitalist world this means that many more products are becoming essential like water, electricity and food. this means companies can charge you whatever they want and not worry about customer service as much. that s my hate fuelled explanation anyway!!
lol!!!
Reply:"Customer service" seems to be a euphamism for damage limitation for when things go wrong.
The only reason large companies with poor customer relations make big profits, it that people put up with poor service and take it for granted.
I do not. If I get poor service and am dissatisfied, I vote with my feet and take my business elsewhere. This applies to all businesses; banks, shops, utility companies, transportation, you name it. If more people did this, the bad companies would go bust in no time.
Reply:Well rocket, there may be many explanations...many reasons...
1.In countries where there are lots of competition in an industry and the service industries are matured, firms try to differentiate by providing high quality and thats why due to competition its not true that such costs will also charge more...they provide quality to survive......But in cases where the service industries are not so mature, they don't have to bother about customer.....its demand and supply game.. they supply and demand is already there...who cares about quality?
2. In some cases even in matured markets, some firms provide so cheap low cost versions that they don't provide quality and they explicitly state that in their communications to customers.
3. Still if they claim to provide high quality but are not providing it, its is the management problem. Such firms in mature markets in long term will lose customers always.
Now pick up your case.
WHAT CAN YOU DO TO SOLVE YOUR PROBLEM?
If your case is no.3 and you expect high quality- shift to another firm or if switching cost is high then complain and keep on complaining to the top management. If its a good firm they will listen or else drag them to the consumer courts.
MANY A TIMES BECAUSE OF OUR DIDN'T MATTER attitude even good firms don't provide what they claim. But, once they understand that customers too have power they will be more responsible towards customers like you....
Let me know your view......
Reply:I think it depends on the store. One place I buy music from has got such great staff I travel 20 miles to go there rather than the one in my town. Some places are really strong on customer service.
Reply:It depends upon their marketing strategy. Quality retailers who do not sell on price will invest in customer satisfaction and provide the back up this needs. Outlets that sell by tying to be the cheapest will strip their costs to the bone employing pushy spotty faced salespeople who will tell you anything to sell you anything.
Why do people keep buying them?
Last nights Top Gear featured the results of the latest J D Power customer satisfaction survey. The largest indepentant survey of it's kind. This year the 6 worst cars were all French. Everone knows they are cr*p, people who buy them say they are cr*p, so how come so many of them are clogging up our roads?
Why do people keep buying them?
Well that sounds like the Honda problem over here. Everyone with any common sense knows there junk. But they keep buying them than brag it's the best thing on the planet.I guess they can't admit they were wrong.
Reply:You seem to be forgetting that Honda won Car and Truck of the year for 2006. Hondas have consistently been recommended by Consumer Reports, have the highest residual resale value according to Kelly Blue Book, and have always been on or at the top of the 10 best cars list. Report Abuse
Reply:That Gary K guy sounds like a UAW member that cannot or will not face the facts. I've seen SO many closed minded people like him. I'm also in the UAW (United Auto Workers) At a aerospace firm. Report Abuse
Reply:Modern cars are so reliable, that even the worst 6 are still considerably more reliable than a typical PC - or any car from 30 years ago.
French cars offer a lot equipment, and are often good value for money, but they generally sell on style - if you love the look of the Renault Mégane, then a Golf, Focus or Corolla is simply too dull.
However, sales of most French models have been falling recently, partly because mainstream brands are losing sales to the budget brands (Kia, Skoda, etc.) and premium brands (Audi, Mini, BMW, etc.), and partly because some of the key models are now some of the oldest in their segments (C5, Laguna and 307 especially), so are losing out to newer models (Passat, new Civic). The two French models that have gained significant sales recently are very new - the Clio and the 207.
Reply:May be the price?
Or someone don't know much about it??
Reply:There are always people who want to drive a unique car, regardless of it's reputation. They will do it again and again.
"I don't want to have a car that looks just like all th others"
Then, usually, you reach the age where you want the best value for your hard earned dollar, and you finally realize why certain cars (like Hondas, Gary K.) are so popular: they are the best value for the dollar.
Reply:You will find a lot of people become attached to a car and overlook its faults. This can extend to other cars by the same manufacturer when the time comes to replace.
Regarding the TG survey - most of this data is customer perception and dealer satisfaction, meaning a brilliant car with a minor fault and an uncaring dealer will score badly. Also people have a vested interest in saying their £60K sports car is great, but won't hesitate to slate a £14K runabout.
Regarding French cars in particular, they have been at or near the head of the market for diesel engine technology for a while and Citroen have gone back to quirky cars to stand out in the market, meaning the kind of person that buys a C4 coupe is the kind of person who will put up with niggly faults to have that car.
Disclaimer - I drove a Citroen BX16TRS for 3 years, my current car is a Citroen and the next will be. I'm not blind to their faults, just cheap!
Reply:lol,i had a honda and i beat it to hell.took me 2 years to destroy it.best car i ever owned.
Why do people keep buying them?
Well that sounds like the Honda problem over here. Everyone with any common sense knows there junk. But they keep buying them than brag it's the best thing on the planet.I guess they can't admit they were wrong.
Reply:You seem to be forgetting that Honda won Car and Truck of the year for 2006. Hondas have consistently been recommended by Consumer Reports, have the highest residual resale value according to Kelly Blue Book, and have always been on or at the top of the 10 best cars list. Report Abuse
Reply:That Gary K guy sounds like a UAW member that cannot or will not face the facts. I've seen SO many closed minded people like him. I'm also in the UAW (United Auto Workers) At a aerospace firm. Report Abuse
Reply:Modern cars are so reliable, that even the worst 6 are still considerably more reliable than a typical PC - or any car from 30 years ago.
French cars offer a lot equipment, and are often good value for money, but they generally sell on style - if you love the look of the Renault Mégane, then a Golf, Focus or Corolla is simply too dull.
However, sales of most French models have been falling recently, partly because mainstream brands are losing sales to the budget brands (Kia, Skoda, etc.) and premium brands (Audi, Mini, BMW, etc.), and partly because some of the key models are now some of the oldest in their segments (C5, Laguna and 307 especially), so are losing out to newer models (Passat, new Civic). The two French models that have gained significant sales recently are very new - the Clio and the 207.
Reply:May be the price?
Or someone don't know much about it??
Reply:There are always people who want to drive a unique car, regardless of it's reputation. They will do it again and again.
"I don't want to have a car that looks just like all th others"
Then, usually, you reach the age where you want the best value for your hard earned dollar, and you finally realize why certain cars (like Hondas, Gary K.) are so popular: they are the best value for the dollar.
Reply:You will find a lot of people become attached to a car and overlook its faults. This can extend to other cars by the same manufacturer when the time comes to replace.
Regarding the TG survey - most of this data is customer perception and dealer satisfaction, meaning a brilliant car with a minor fault and an uncaring dealer will score badly. Also people have a vested interest in saying their £60K sports car is great, but won't hesitate to slate a £14K runabout.
Regarding French cars in particular, they have been at or near the head of the market for diesel engine technology for a while and Citroen have gone back to quirky cars to stand out in the market, meaning the kind of person that buys a C4 coupe is the kind of person who will put up with niggly faults to have that car.
Disclaimer - I drove a Citroen BX16TRS for 3 years, my current car is a Citroen and the next will be. I'm not blind to their faults, just cheap!
Reply:lol,i had a honda and i beat it to hell.took me 2 years to destroy it.best car i ever owned.
Help with Yahoo Customer Service??
I know that Yahoo is free, but they have been horrible in dealing with me!! I want to move my photos to Shutterfly since Yahoo Photos is closing, and first requested the transfer almost THREE MONTHS AGO. After dealing with Shutterfly customer service, they told me what I needed to do to potentially fix the problem. It involved contacting Yahoo Customer Service. They have given me NO answers, just the same stalling email "We are looking into the problem". After finally tracking down a phone number to call, I was told that it's only for Yahoo Premium (read: Paying) customers. Does anyone know how I can actually get results from contacting these inept people??? (ps I filled out a "customer satisfaction" survey to already let them know how I feel... but it hasn't done much good apparently! After this I will NEVER EVER use ANY yahoo service or product again!!!)
Help with Yahoo Customer Service??
I wouldnt be that drastic
Yahoo has been pretty good about getting right on the transfers... so I dont know what the deal is- I think actually it is Shutterfly - dont blame it on Yahoo
Phone numbers are not for premium members only--
i am a premium member and well they never even sent a number but i found a couple
here ya go:
The email address for Yahoo! Customer Care is:
Yahoo! US contact information is:
Customer Support:
(408) 349-3300
(866) 562-7219
(408)-349-1572
Good luck and hope this helps plz give them a chance!
have a better day!
Reply:First of all, you get what you pay for. If you want to get service become a paying subscriber. You really aren't even a customer of yahoo if you are not paying anything. You are merely a "leech". It is really unfair to complain so vehemently when you are freeloading.
How do i get rid of this computer virus?
Help with Yahoo Customer Service??
I wouldnt be that drastic
Yahoo has been pretty good about getting right on the transfers... so I dont know what the deal is- I think actually it is Shutterfly - dont blame it on Yahoo
Phone numbers are not for premium members only--
i am a premium member and well they never even sent a number but i found a couple
here ya go:
The email address for Yahoo! Customer Care is:
Yahoo! US contact information is:
Customer Support:
(408) 349-3300
(866) 562-7219
(408)-349-1572
Good luck and hope this helps plz give them a chance!
have a better day!
Reply:First of all, you get what you pay for. If you want to get service become a paying subscriber. You really aren't even a customer of yahoo if you are not paying anything. You are merely a "leech". It is really unfair to complain so vehemently when you are freeloading.
How do i get rid of this computer virus?
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