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Grading Customer Service Excellence

Customer Service Measurements

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He would grade a support technician as ‘A’ if the Service Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm

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19/06/2014/by andrei
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The Playful Policy Review To Improve Customer Experience

Customer Service Measurements

This bizarre report about the need to improve customer experience arrived from a perturbed customer in Asia: “I wanted to play golf at a prestigious course in town, so I went to the Pro-Shop to book a time. “The attendant at the counter said she could not take my booking in person as she was

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19/06/2014/by andrei
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How Hot Are Your Customer Satisfaction Improvements?

Customer Service Measurements

A large bank came to me for the first time seeking a big improvement in its retail counter service. They asked me for “customer service training” but also complained about the shallow impact of classroom training efforts from other providers. I was hesitant. When there is a need to improve customer satisfaction, classroom training is

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19/06/2014/by andrei
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No News Is Bad News For Measures To Improve Customer Loyalty!

Customer Service Measurements

Many companies treat customer service as a necessary evil, an afterthought, only needed if mistakes and problems arise. This viewpoint is best reflected in the antiquated mindset: “No news is good news!” When it comes to customers, that’s bad news! When you hear nothing – good, bad or otherwise – you will never know what

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 14:09:432014-06-18 14:09:43No News Is Bad News For Measures To Improve Customer Loyalty!

Improve Customer Loyalty The Motorola Way

Customer Service Measurements

As an organizational goal, “customer satisfaction” is obsolete. Customers expect satisfaction, and many businesses deliver it. Satisfying customers is not enough to ensure you get their praise and future business. Taking steps to improve customer loyalty, however, can prove much more beneficial to a company. Motorola is one of the original benchmark companies for “Total

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 14:07:482014-06-18 14:07:48Improve Customer Loyalty The Motorola Way

Measure Customer Loyalty And Look Into The Future

Customer Service Measurements

Taking the time to find out if you’re doing things right in your customers’ eyes is important. Customer satisfaction is essential for success. Taking the time to measure customer loyalty is also important. Building a business to survive the long haul demands not only satisfaction, but also loyalty. When you measure customer loyalty, you can

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 14:05:382014-06-18 14:05:38Measure Customer Loyalty And Look Into The Future

Use Customer Service Skills To Bring Complaining Clients Back

Customer Service Measurements

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is “nothing.” But when you reply and the result is silence, have you genuinely resolved the issue? Is your customer truly satisfied? Or have they simply gone quiet, and maybe gone away? Did you use good

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 14:02:352014-06-18 14:02:35Use Customer Service Skills To Bring Complaining Clients Back

Why Quality Assurance Is Not Enough To Improve Customer Loyalty

Customer Service Measurements

How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance…and still lose valuable customers? Doesn’t the systematic effort to reduce waste, improve yields and streamline processes lead to better service, higher profits and serve to improve customer loyalty? The answer is “not necessarily.” Here’s why: Quality Assurance (QA)

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 13:53:462014-06-18 13:53:46Why Quality Assurance Is Not Enough To Improve Customer Loyalty

Speed Up Turtles To Improve Customer Experience

Customer Service Measurements

Taking measures to improve customer experience don’t always have to be obvious to the customer. Sometimes there is a need to improve internal functioning to benefit a company and its employees. A great example of a need to improve customer experience by tweaking internal structures comes from one of my own clients. The Corporate Events

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 13:51:212014-06-18 13:51:21Speed Up Turtles To Improve Customer Experience

How Do Your Customer Service Skills Stack Up?

Customer Service Measurements

We recently escaped to a fancy resort for a weekend of relaxation, anticipating excellent customer service skills from the staff. In the lobby we were welcomed by a staff member with a clipboard. He asked if we wanted our breakfast delivered to our room in the morning, or if we planned to eat at the

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18/06/2014/by andrei
https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png 0 0 andrei https://www.upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png andrei2014-06-18 13:47:452014-06-18 13:47:45How Do Your Customer Service Skills Stack Up?
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Recommended Posts

  • Chat with Service intellect: Nina Brătfălean, Director de marketing, BMW Group România 31/10/2017
  • Chat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, Stefanini 18/10/2017
  • Ce alegi între satisfacția sau loialitatea clientului? 09/10/2017
  • Chat with Service intellect: David Gedlicka, CEO at Porsche Finance Group Romania 21/09/2017
  • Chat with Service intellect: Sonia Nastase, Country Manager at Nestle Nespresso Romania 12/04/2017

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What We Do

  • Service Culture Full Transformation
  • Service Excellence Workshops
  • Strategic Service Improvement

Resources

  • Bestselling Books
  • Whitepaper
  • Assessment Tools
  • Uplifting Service Infographics
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Blog

  • interviu cu Nina Bratfalean pentru chat with service intellect. directorul de marketingChat with Service intellect: Nina Brătfălean, Director de marketing, BMW Group România31/10/2017 - 13:28
  • Chat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, StefaniniChat with Service intellect: Andreea Stanescu, Vice-President Service Delivery, EMEA, Stefanini18/10/2017 - 15:44
  • Ce alegi între satisfacția sau loialitatea clientului?Ce alegi între satisfacția sau loialitatea clientului?09/10/2017 - 11:50
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