Management consultant Perter Drucker once said: "If you can't measure it, you can't manage it". That quote lead to a business revolution that took us through the era of Kaplan and Norton's Balanced Scorecard through to the world today where every interaction is measured, evaluated and optimised. Unlike other complex measurement systems, the Net Promoter Score is all about answering one simple question: How likely is it that you would recommend our company/product/service to a friend or colleague?
Tagged With customer service
I've worked for a telemarketing company for two years and made a lot of unwanted calls. I have to keep making them because most people don't know how to get rid of us, but the right approach can make all the difference. Here's how you can get rid of telemarketers like me and save us both a lot of time.
NSW Fair Trading has just launched its Complaints Register to document which businesses in the state have received the most complaints each month. It has released its first lot of results for the month of July. Some notable companies on the register include Apple, Foxtel and Harvey Norman. Find out which companies topped the list.
When you're at the nascent stages of growing your business, you're not only trying to seek out new customers but also looking to retain the existing client base you have. Unfortunately, not all customer relationships you have will be smooth sailing. So what happens when you're faced with a difficult client? Is it better to stick it out or is it better to get rid of them? Let's find out.
Telstra has had a rough week. First, the company pulled back its support for same sex-marriage after pressure from the Catholic Church; one of its biggest clients. Then, a Telstra customer service representative identified homosexuality as an "ideology" and not a sexuality during online correspondence with a customer. It wasn’t the best choice of words, but it’s likely the Telstra representative did not understand the sensitivity of the issue at hand because he worked in an overseas call centre. Simply put, there are some things you can't train for.
Getting the attention of the bartender at your favourite watering hole can be a daunting task, especially after work or on the busy weekends when everyone's out for a drink or three. To make it a little easier, we sat down with a couple of bartenders who have been slinging drinks for years to get the best tips. Here's what they suggested.
Working in retail, I still remember one of my worst customers. He went to hand me what I thought was a five dollar bill for a ten dollar product. I politely said, "Sorry, the total is actually ten dollars." He pulled apart two bills, which I didn't notice were stuck together, and slowly counted, "Five...ten. Do you speak English? Do you know maths?" I was fuming, but I said nothing. I was, however, short with everyone else that day, until a friend asked, "what's your problem?" The problem was: I let that jerk turn me into a jerk, too.
Last week, Skytrax named and shamed the world's worst airlines via its annual Star Ratings report. Airlines that received two stars or less were found to be below average in multiple categories and generally sucky across the board. But how bad are they really? We trawled Skytrax's customer review page to find out what actual passengers have been saying. Some of the stories we found can only be described as living nightmares...
People say that "everyone should work retail or service at least once in their lives." I couldn't agree more. Like many people, some of my first jobs were retail service gigs. One in a department store, another in a bookstore. I've long since moved on, but I learned a lot about the nature of people — and how that battle between selfishness and empathy is something we all struggle with, every day.
Working in IT is no picnic. You're overworked, over-stressed and overwhelmed by an onslaught of stupidity from Luddite customers and colleagues. We recently asked our readers to share their worst experiences from the front lines of IT. Your stories were so terrifying that we may need to wipe and reboot our brains to recover. Here are some of the worst.
Between call centres and endless phone menus, it's no surprise more of us turn to social media when we need customer service. Some companies are responsive . . . others, not so much. Getting the best, fastest help over social media is part art and part science. Here are some tips to get the best results, from someone who helps people over social media for a living.
We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can escalate to a manager, or even higher, to "executive" support. But at that level, there's an art to getting what you want. Here's what you need to know.