A current Gallup poll reveals that 7 out of 10 employees are “not engaged” or “actively disengaged.” This is costing you a bundle! When employees are not engaged, they create a rotten service culture where your customers leave unhappy possibly never to return. Create a quality service team and start with your managers. Learn how.
Tom Raffio, President & CEO of Northeast Delta Dental and his incredible team of nearly 200 customer driven employees have once again pulled off an incredible year of revenue growth and market share improvements in a competitive dental health care insurance market. They are committed to providing exceptional service to their customers and their program, Guarantee of Service Excellencesm has been instrumental in their success.
Is there a “secret” competitive edge that successful businesses already know? What are these businesses doing differently that sets them apart than everyone else? Every company is seeking a competitive edge that will translate sales into satisfied, return customers.
Service Quality Institute President John Tschohl shares his recent customer service experiences and provides his thoughts on where they could be improved. A major trend John sees within customer service is investing in expensive technology solutions that are designed to ease internal issues, but they come at the cost of frustrated customers. Far too many companies “talk the talk” of being customer-focused but fail in their practice of truly looking out for the customer experience.
Among the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That’s unfortunate because a major factor in creating a positive customer experience is speed.
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