For the fifth year in a row, "Fast Food"
categories scored the worst among U.S. companies for customer service.
Definitions from compilers varied from "rude and indifferent" to
"inaccurate, unthankful." Yet, two in this category have seen
remarkably "positive improvements," and in no surprise, each are
outperforming the category.
Though everyone loves to hate McDonald's as much as
contractors hate the Yellow Pages, they instituted a 108-point
"Improvement Stimulus" (named before the trillion dollar bailout
package of the same name) that helped rocket them into "most
improved" category. Chick-Fil-A, long a company moral and ethical
aptitude, making "social consciousness" grades before we knew what to
call them, topped the list of "best in category". Sure, this could be
the same as being the "most truthful attorney", but still, an honor
to an honorable company.
So, where do you come in?
We started measuring one "Customer Service"
performance criteria for contractors two years ago. In 6,000 calls, we found the information below.
My question: Since contracting customer service is often
directed through the CSR, what training or strategies do you offer your CSRs to
improve this "first line of contact" for customers?