Driving customer service excellence (lessons in customer service provision and excellence learned by the call centre at an unnamed cable services provider)

Citation

(2011), "Driving customer service excellence (lessons in customer service provision and excellence learned by the call centre at an unnamed cable services provider)", Human Resource Management International Digest, Vol. 19 No. 5. https://doi.org/10.1108/hrmid.2011.04419eaa.003

Driving customer service excellence (lessons in customer service provision and excellence learned by the call centre at an unnamed cable services provider)

Article Type: Abstracts From: Human Resource Management International Digest, Volume 19, Issue 5

Ferri-Reed J. Journal for Quality and Participation (USA), January 2011, Vol. 33 No. 4, Start page: 30, No of pages: 3

Describes the lessons in customer service provision and excellence that were learned by the customer service call centre at an unnamed, Florida-based, cable services provider, which found the scores in its customer satisfaction survey to be falling from one quarter to the next. Points to the source of the problem as being the company’s use of “virtual” customer service representatives working from their homes as a solution to the problem of finding employees of the right quality and experience. Discusses the price that a company or organization pays when there is poor customer satisfaction, the essentials of customer service, and gathering customer service intelligence. Concludes by noting how the company addressed the issues causing poor customer service by conducting “keeper” interviews, determining the cultural fit of employees, providing feedback to employees on job fit, and conducting targeted skills training. ISSN: 1040-9602 Reference: 40AG194

Keywords: Customer service management, Customer services quality, Call centres, Organizations, United States of America