 | | Benefits for Customers: | | | | | | Gives the customer a chance to provide timely feedback to the organization, ultimately leading to better service for him/her. | | | | Allows the customer to notify organization if service needs went entirely unmet so that further action may be taken. | | | | | | Benefits for Organizations Outsourcing Customer Service Functions: | | | | | | Allow executives to monitor customer satisfaction with customer support services being purchased. | | | | Scores and goals may be included in service agreements to reward support center for meeting customer satisfaction objectives. | | | |  | | | | |
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| | What is a Service Insight System? |
| | A Service Insight System is a survey and reporting tool that provides
support center representatives, managers, and executives with timely and ongoing customer perceptions
of service. These customers' perceptions are then used by the Support Center to make decisions and
provide direction for individual service representatives and the entire organization. |
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| | A Survey Insight System will:
- Provide a relevant follow-up communication to the customer following the service event
- Obtain timely, generally uninhibited, feedback about the service received
- Identify strengths and weaknesses of the Support Center in general as well as individual representatives
- Identify service attributes that are important to customers
- Show trends regarding changes in customer perceptions over time
- Spot customers that are in need of additional follow-up
- Allow the Support Center to learn from customers through verbatim comments and suggestions
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This information can be used by the Support Center to:
- Build training programs for customer service representatives (individual or group)
- For hiring, identify employee qualities that are held in high value by customers
- Report to executives, parent organizations, clients and partners about the status of customer service and actions plans
- Get marketing quotes from customers' positive experiences
- Provide additional service to customers that were not satisfied but can still be helped
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