Organize the chaos that comes with inbound email - improving this communication channel will yield positive customer service results.
In today's competitive marketplace, customer service is now a selling point. Henry Ford once said, A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large. Companies who are staying ahead of customer expectations know that they must provide outstanding and consistent service to the customer regardless of the channel that is used. The Omni Channel service organization looks at ways to improve the level of service and maintain cost through efficiencies. Although email is a lower cost interaction for most companies, there are still several areas that are overlooked that can cause bad experiences and send the wrong brand message.
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Why Lorman?
Over 37 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
Be Consistent With Your Email Strategy
- Initial Automated Response and Answer
- Branding
- Connect to Customer Record
Increase the Quality of Your Inbound Email Strategy
- Service Levels
- Proper Queuing
- Connect to Knowledge Management
Meet and Exceed Your Customers' Expectations
- Response Time
- Company Consistency
- First Contact Resolution
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More Program Information
Why Lorman?
Over 37 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 Course
This course was last revised on April 28, 2015.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 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
Steve McKinney
CPI - www.commprod.com
- Customer experience designer for Communications Products Inc.
- 25 years of customer service experience
- 10 years of consulting and deploying customer experience software
- His achievements in customer advocacy have been highlighted in various trade magazines
- In 2004, 1 to 1 Magazine gave Steve the national award as a fierce customer advocate
- By combining his operation knowledge of contact centers with his passion for industry leading technology, Steve has helped numerous organizations (The United States Air Force, DeVry University, New York MTA, DirecTV, DISH Network, Proctor and Gamble, General Electric and Panera) improve their customer experience
- Can be contacted at [email protected]
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More Program Information
Why Lorman?
Over 37 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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