Coach's Corner
If you feel you have any major customer service issues you would like to raise or you have a service challenge you would to discuss, or a research issue, why not drop us a line and let us know.
We are always happy to help you. email: info@csicanada.ca
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Certified Customer Service Manager (CCSM)
Becoming a 'Certified Customer Service Manager' opens many doors both domestically and internationally.
The 'CCSM' designation is your passport to a leadership career in customer service.
The CCSM program has been developed with a mix of technical and practical workplace based projects with a focus on developing leaders in the customer service discipline.
For more information contact: CSI Canada
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March 24, 25, 26 2010
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Q: As a Customer Service Manager,
This activity can serve as an action-oriented summary of previous exercises on customer service skills, or be featured as an introduction to customer service skills.
When To Use It
It can serve as a stand-alone conclusion to your training sessions. Alternatively, the activity provides a sound base on which to begin covering customer service skills. Note that there are two parts to this activity. They can be used
together, or separately. ... Read more
together, or separately. ... Read more
Guidelines for Dealing With Difficult and Irate Customers
Maintaining your professionalism
March 9-10, 2010
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March 22-24, 2010
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In this client case study with WOW Internet, cable and phone, Mike Furst answers questions...
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360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as...
How can we delight our customers so that they choose to come back for more?
The ultimate purpose of any organization, large or small, public or private, is to make and keep customers. No customers, no organization! The "keep" bit is important because, as we all know, it costs more to recruit new customers than to retain existing ones.
In practice, this means doing all we reasonably can to delight customers so that they choose to come back for more. At a time when products and services are increasingly similar, price and customer service are often the only significant differentiators.
Double-glazed window units, for example, are all very similar, but the product knowledge and behaviour of the salesperson can differ markedly. Supermarkets and the goods on their shelves are remarkably similar, but the cheerfulness and helpfulness of the staff can make all the difference to
the weekly grocery shop. ...Read more
Quality Core Service is the service or product your organization or work team provides to its customers, the business you are in,
or your "reason for being." Your organization or team would have no purpose without this core service.
Core service includes: ... Read more
I have been given the responsibility of improving our interactions with our customers. The difficulty I have is trying to determine where or how to start. Can you give me a few ideas on how to go about starting a review of our customer service delivery?
Here's the key point: each and every point of customer contact - before, during, and after the sale - will affect what people say and believe about your organization and its products and services. Each point of contact between your organization and a customer is an interaction point. Each contact point is a time when perceptions about your organization are formed by customers. Perceptions are formed through interactions and experiences at each point of interaction.
What can you do to polish and improve the customer experiences at each point of interaction?
Here are a few starting points: ...Read more
A: