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Applying a New Set of Metrics to Deliver Best Service for Customers

Learn to listen to your customer and understand the metrics you should be tracking in order to deliver a positive customer experience.

Learn some of the secrets behind Amazon's® success along with other best service leaders such as Fiserv's CheckFree® division and T-Mobile®. You will also learn how to design and apply a new set of metrics to frame customer needs and how your organization can automate, eliminate, simplify, or leverage customer contacts in order to improve operations and customer experience. You will also be able to motivate and empower your front-line employees to listen to customer voice and deliver customer happiness.


Runtime: 89 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Defining the Scoping the Challenges Facing Customer Support Operations Today Including Channel Options, Gen Y, Globalization, Outsourcing/Offshoring, Mobile, Social and a Lot More

  • Cost Pressure and Customer Experience/Loyalty Challenges We've Always Faced
  • Additional Dilemmas Thanks to GloSoLoMo + Generational Demands
  • Channel Proliferation, Friend or Foe?

Introducing the Seven Principles of Best Service, Based Partly in Amazon's® Continued Success as Earth's Most Customer-Centric Company, Leading to Four Possible Actions for Customer Issues (Automate, Eliminate, Simplify or Leverage)

  • Underlying Thesis = Challenge Demand for Support
  • Run-Through Each of the Seven Principles, With a Case or Two Demonstrating Best Practices
  • Defining and Applying the Four Actions

Painting the New Set of Metrics to Deliver Best Service With Mini-Cases and Other How-To Recommendations for Your In-House Operations or Third-Party Services

  • CPX, Snowballs, Long Tail, Web FCR, and Other New Metrics for Best Service
  • Applying These New Metrics for In-House and Third-Party Operations
  • Glimpse Ahead to Customer Happiness by Going Back to the Customer Future
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on November 4, 2015.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Bill Price

Bill Price

Driva Solutions

  • More than 33 years progressive experience in the services industry analyzing, framing, and delivering great customer experiences
  • Designed and put into place many of Amazon's customer-centric programs as the 1st Amazon Global VP of Customer Service, reducing contacts-per-order by 70% while scoring a record 88 on the ACSI survey
  • Build MCI Call Center Services into a $700 million division with outsourcing, network-based automation (today called cloud services), call routing and consulting services
  • Lead co-writer of the acclaimed ground-breaking book The Best Service is No Service: How to Liberate Your Customers From Customer Service, Keep Them Happy and Control Costs (Wiley, 2008)
  • Started career with McKinsey & Company in its San Francisco and Stockholm offices
  • Keynote speaker at industry and organizational conferences in more than 20 countries including Australia, Bulgaria, France, India, Japan, Singapore, South Africa, Sweden and the UK
  • Co-founded the 10-country LimeBridge Global Alliance which has served more than 600 clients worldwide
  • Can be contacted at bill@drivasolutions.com
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 396626
Published 2015, 2018
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