newszine

How To Align Your Customer Service With Your Company’s Values

8 months ago Hutch Morzaria 1
Many companies have value statements and company goals, but they often miss the mark when they try to determine how to align a specific team to these statements. When you think about how to align your customer service team with your company’s goals, what comes to mind? Do you only think about the staff on Read More

WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

9 months ago Hutch Morzaria 0
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service Read More

Understanding NPS, How It Works & Whether it’s a Measurement that Makes Sense

11 months ago Hutch Morzaria 0
Improving customer experience is one sure-fire way of expanding your business and establishing a credible brand name for yourself. After all, who doesn’t want their brand to be known for a great customer experience?! Great customer experience is essentially the key to a successful business. So why not use tools to help you improve your Read More

Cancellation – the final step in a long and drawn out process

2 years ago Hutch Morzaria 0
Dealing with customers that want to cancel is hard. I know – I’m personally in the midst of trying to cancel my Television/Internet service & trying to keep my frustration in check is difficult to say the least! – however, this blog is not about the customer experience, but rather how to ensure that the Read More

Nine Commandments

2 years ago Hutch Morzaria 0
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business.  When you satisfy our customers, they not only help us grow by continuing to do business with Read More

INTERNAL AND EXTERNAL SLA’S

4 years ago Hutch Morzaria 0
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers.  I know it sounds self evident doesn’t it, but there are no end of organizations that I’ve dealt with where customers are offered a 4hr Read More

8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE

5 years ago Hutch Morzaria 0
In a similar fashion to interviewing and hiring people – the hardest and most expensive exercise is getting the right employee – getting people back into the door is exactly the same.  You want that repeat custom as that is what will save you money in your marketing and advertising.  One of the key components Read More