 | | Benefits for supervisors and managers: | | | | | | Provides vision into the strengths and weaknesses of their teams to provide focus for instruction and training programs. | | | | | | Can see the impact of directions and coaching on customer perceptions. | | | | | | Can be used for goal setting, thus providing focus on the most critical areas of customer service. | | | | | | Helps to identify important traits in customer service reps for making hiring decisions. | | | | | | Useful for reporting to executives on status and progress of customer service center. | | | | | | Identifies how business/product changes outside of customer service may impact customer perceptions. | | | | | | Identifies customers in need of additional managerial follow-up. | | | |  | | | | |
|
| |
| | How does a Support Center get started on the program? |
| | For the Support Center, it is easy to start collecting and reporting on customer perceptions. To get going, with the guidance of a Service Insight System project manager, the Support Center will:
- Identify fields from the Support Center computer system that will be useful in sending the e-mail, helping the customer recall the service event, and reporting back to the Support Center
- Select and create questions that will be used in the survey instrument
- Service attribute rating questions (example: rate satisfaction with rep's knowledge)
- Free text questions (example: please give us your suggestions)
- Follow-up questions (example: would you like a follow-up call)
- Provide a graphic logo for the survey instrument
- Start posting daily files of closed customer service cases
- Use the survey results to improve service performance
|
| | |
| | The Service Insight System Project Manager will:
- Provide guidance during set-up
- Help with questionnaire design
- Help with selecting appropriate pieces of information about closed customer service cases to be passed through to the Survey Insight System
- Provide reporting options to best meet the needs of the Support Center
- E-mail survey invitations on behalf of the support organization without "over-surveying" any given individual
- Host the questionnaire
- Tracks response rates
- Store results from surveys
- Provide current reporting on the results
|
| |
|
| | After the program starts, what next? |
| | After the program has started, the support center will have online access to results reporting. In either web-based or Excel format, this reporting will provide:
- Tools for viewing satisfaction averages and satisfaction percentages and drill down to specific months, representatives, and/or groups.
- Tools for quickly identifying persons that were extremely dissatisfied
- A tool to find and easily display a print-ready single survey responses
- A tool to quickly compile all the survey responses of a single representative (for employee reviews)
- A tool for viewing all customer comments by satisfaction levels
|
| | To Learn More... |
| | |
|
