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Scott Asai Who (entrepreneurs, coaches, consultants, etc.) has measured their impact on customer service? If so, how?

98 weeks ago from Ask A Coach, Brazen Careerist's Top 50 Gen-Y Companies, Business as Mission, Business Development and Corporate Talent Acquisition 3 more

Bryon Ownby: Scott, while I'm a little fuzzy on your question, I will answer it from a manager's perspective. It's knowing how to ask the right questions (and ...MoreScott, while I'm a little fuzzy on your question, I will answer it from a manager's perspective. It's knowing how to ask the right questions (and to not be afraid) on things like customer service surveys, pulse surveys with associates, business to business type surveys. Also establishing a business relationship to where candid feedback can be provided - one of the most crucial points of ensuring the feedback given will help direct you for a customer service impact. For example, with critiquing our pulse survey questions for our internship, we were able to change direction for an intern so that she would have a wonderful experience of adding value to the company - rather than sitting and reading process/tech manuals all summer.
98 weeks ago

Scott Asai: Got it. Thanks for your feedback!
98 weeks ago

Jamie Nacht Farrell: From a call center perspective, I've implemented QA programs and from a lead gen perspective - surveys. Nothing fancy, but have gotten what I ...MoreFrom a call center perspective, I've implemented QA programs and from a lead gen perspective - surveys. Nothing fancy, but have gotten what I needed. If you'd like more detail, let me know and we'll msg.
96 weeks ago

Jamie Nacht Farrell: Also, in my trainings and consultings - I've stopped using the word "client" and "customer service" and started using words like "partner". How ...MoreAlso, in my trainings and consultings - I've stopped using the word "client" and "customer service" and started using words like "partner". How have the partners you've worked with in our company helped you?, etc.
96 weeks ago

Mike Ambassador Bruny: Jamie, I've been trying to get a hold of using "Partner" to replace "client" and keep having a tough time. I thinking about the word Partner as ...MoreJamie, I've been trying to get a hold of using "Partner" to replace "client" and keep having a tough time. I thinking about the word Partner as someone who is part of my business. I'm curious to know if you have heard of folks using other words to replace "clients" Thank you.
96 weeks ago

Jamie Nacht Farrell: Hi Mike. Hmmm...unsure how big your company is, but if you can get the "corporate culture" to change so everyone (yourself included) uses the ...MoreHi Mike. Hmmm...unsure how big your company is, but if you can get the "corporate culture" to change so everyone (yourself included) uses the word 'partner' instead of 'client', it will grow on you, become more natural, and you will actually find that you'll start treating clients more like "internal partners" - which is really the goal, right? Instead of partnership, I've heard people say 'relations / relationship', You can use "associate" or "colleague", but again - implies that someone is working 'internal' versus 'external'. I'm sorry ) ; wish I could be of more help...
96 weeks ago

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