6 Key Performance Metrics for Customer Satisfaction

Years ago, I worked for a company that tracked their call volume in customer service. If their call volume increased and the time per call was reduced, they’d celebrate their success. The problem was that they weren’t successful at all. The customer service representatives simply rushed every call to keep management off their backs. The result was some very angry customers who had to repeatedly call back in order to find a resolution. If you

Side With Your Customers

On a recent call to a major telecom company, which I won’t mention (their logo looks like a blue death star), I was infatuated with my customer service representative? shocking, I know. Throughout the call she actually listed to what I wanted, and she said things like, “this is the deal that most of my customers like”, and “let me talk to the manager to get us a better deal”, and “I understand your frustration,