The majority of customer dissatisfaction, center preventable cost and employee frustration all come from those issues not handled to completion on first contact.
A second contact costs 10-20% in customer satisfaction and at least doubles your cost. This on-demand webinar will help you understand the causes of callbacks and second calls, how to prevent them via minor changes in your empowerment, response rules and information systems as well as how to equip your CSRs to shift channels to avoid telephone tag when subsequent contacts are necessary. John Goodman of CCMC will provide you with a plan for identification of your biggest opportunities for reduction of second calls and for more efficient handling of second calls when they occur.
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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
Customer Behavior and Expectations for Service Transactions
Causes of Escalations, Repeat Calls and Callbacks
Cost Implications of Second Calls
Strategies for Prevention of Second Calls and Escalations
Getting Started - Strategy for Identifying Low Hanging Fruit and Quick Wins
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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 December 4, 2013.
Call 1-866-352-9540 for further credit information.
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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.
Faculty
John Goodman
Customer Care Measurement & Consulting LLC
- Vice chairman, Customer Care Measurement & Consulting LLC
- A customer experience researcher, innovator and entrepreneur
- Previously with TARP US, as co-founder, president and vice chairman
- Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
- His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
- Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
- John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
- M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
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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.
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