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The Secret to Measuring Customer Service

clock August 24, 2009 12:56 by author Administrator
Measuring customer service is an important way to make sure you get repeat business. Unless customers are happy with your services or goods, chances are they will go somewhere else the next time they need something. If you make a point to measure customer service on a regular, ongoing basis, you can always change or cancel something that is not working and find better ways to help those who call your company with a complaint. Step 1:  Conduct a quick online search to see if there are customer service complaints against your company. Customers who can't get a satisfactory answer through your company will likely go online to complain in forums or websites such as the Better Business Bureau. One or two complaints can indicate a fluke in the system. If you find many complaints by different individuals, it may be a sign that there is a serious problem with the system. Step 2:  Create a survey for your customers to complete. Ask them to rate past experiences with the company and include questions about particular areas, such as over-the-phone and online service, speed of response, attitude of the employees and satisfaction with the solutions offered. This will help you decide what to do in the future when a customer complains. Step 3:  Use call monitoring to measure the type of customer service your company is already providing. Call monitoring refers to a third person (usually somebody in management or personnel) listening in during a conversation between a customer service representative and a customer calling with a complaint. Consultants are sometimes used to monitor these calls and then provide training. Step 4:  Check back with customers who had complaints in the past. Get feedback on how much they believe the company has improved and what else can be done to make it even better. Offer an incentive for people to respond, such as a small discount on future purchases or a token gift. Step 5:  Set out an anonymous box in which customers can place messages. Let the customers know they are welcome to offer both suggestions and post anonymous complaints into the box. This will help you measure the level of trouble people have with the company and see if there are complaints that are repeated by several people. Consider using survey software services of an outside firm to help you monitor customer service. This will guarantee anonymity and ensure fairness to everybody involved.

When Employees Quit, Conduct an Exit Interview Survey

clock August 10, 2009 11:57 by author Administrator
Conducting an exit interview is worthwhile when your company takes seriously the information it garners from an employee who is leaving the job voluntarily. It not only offers your organization a chance to gain constructive lessons, but it is a tool for transferring knowledge that is walking out the door with the employee.An exit interview can also:
  1. Help smooth over relations with a disgruntled worker on the way out and possibly avoid formal complaints or lawsuits.
  2. Offer insight into the culture and function of the workplace. 
  3.  Help maintain a positive connection between the departing employee and the company.
Use exit interviews as a learning tool The practice of conducting meaningful exit interviews can send the positive signal that the organization wants to learn how it can improve and not lose other good employees. Utilize Software to conduct your exit interviews Utlizie cost-effective online exit interview survey software to take advantage of exit interviews with departing employees. Don’t take exit interviews personally Some experts recommend waiting five to seven weeks after an employee leaves to conduct the exit interview. That way the lessons can come back to the company in a form that it might digest and learn from rather than personalize and reject. Review interview basics As with any employee interaction, the conduct of the exit interview must be done properly, even more carefully because the interviewee has less of a stake in the process as he is walking out the door.

How an Employee Satisfaction Survey Benefits Your Business

clock August 6, 2009 17:11 by author Administrator
Your employees are the backbone of your business. If they are unhappy, under trained, or unable to do their job correctly, your company's success suffers. Therefore an employee satisfaction survey can help you to stay on track with your employees and your business. Here are some of the ways an employee satisfaction survey can benefit your business. Ensure your employees know their jobs. A survey can help you keep tabs on your employees' attitude about their work. For example, a survey helps you make sure that your employees feel like they have been well trained in their jobs. There is nothing more frustrating for an employee than feeling like they don't know what they are supposed to be doing. Therefore, an under trained employee is an unhappy employee. And of course, this ultimately results in unhappy customers. Improve customer satisfaction rates. Making sure your employees feel like they are well trained helps in another way: It ensures that your customers are able to enjoy the standards that you have established for your company with as few frustrations as possible while doing business with you. While it may not be immediately obvious, an employee satisfaction survey ensures that your customers are happier, as well as ensuring your employees are happy and confident in their jobs. Ensure employees are happy. Happy employees make good employees, but happy employees also make devoted employees. This is important because fewer resignations mean fewer positions to fill with new hires. Not having to go through the process of hiring and training new employees saves your business both time and money, as you will see below. Save money spent on hiring and training new employees. There are no two ways about it: A business that has high turnover will spend a lot more money on hiring and training new employees than a business that has low turnover. First there is the cost of running the ads and paying somebody to go through applications and conduct interviews; even if that person is already on your payroll, it's time you're paying them when they could do something else more productive. Even after you have spent money on running ads, interviewing, and hiring a new employee, you have to spend more money on training. If you have a high turnover rate, you probably have a trainer, or even a training department, on staff. But even if you don't, you are paying somebody for time that could be spent on work that is more directly conducive to your company's success. Eliminate time wasted on hiring and training new employees. All of the processes described above take a lot of time, and you know the saying: Time is money. When you have your experienced senior employees spending time on training new hires, you are potentially costing yourself money by diverting resources away from activities that would be more beneficial to your business, both financially and in terms of long term success. I cannot stress more, training and hiring is expensive! Find out how to keep your employees. If you are noticing high or increasing turnover rates, an employee satisfaction survey may give you suggestions to keep more of your employees. Perhaps long-time employees feel that their pay does not accurately reflect their experience and devotion to your company; perhaps there is something you could do to make employees feel more at home with your company. Whatever the problem is, a survey can help shed light on the subject. Many business owners don't realize the powerful connection between your employees' happiness and your business's success. You can't have a successful business without happy, competent employees, so it makes sense to use an employee satisfaction survey to keep tabs on your employees' attitudes about their work and their workplace.