Customer Satisfaction

Customersatisfaction.com's Value Proposition: In today's economy and in the foreseeable future, sales and customer service associates, and every professional that uses the phone as a primary communications tool in business, will have to accomplish more than ever before, in less time, with fewer associates to help. To do this, they need new techniques, NOW, that they simply cannot be expected to invent on their own. We have devised, deployed, and proven the best practices. They are available in a consulting and training package that we can customize for your company. Here is our value proposition: Well improve your telephonic productivity. Your team will be able to offer SHORTER and BETTER conversations. Immediately, conversations will be 15-30% shorter, on average, making them 15-30% less expensive. This means they'll be both more cost effective and more achieving of the service and sales related outcomes every business wants. These proven savings alone, will pay for the program, and will endure over time. I'll model for you exactly how much time will be required to recapture your program investment. The program is scalable, which means as you grow, you'll be able to sustain and expand the proprietary advantages and gains ushered in by the program. For example, you'll be able to recognize how customers signal satisfaction and dissatisfaction in three clear ways before conversations end. Your reps will be trained to produce these satisfaction outcomes, and the emotional states they represent, at will, with all kinds of customers. You'll be able to monitor, measure, and manage conversations for ?quality,? having new and objective operational definitions of these terms. You'll also be provided with trademarked and copyrighted metrics for accurately assessing conversational quality. You'll be able to distinguish high-quality reps from lower quality reps, using OBJECTIVE, proven criteria. This will facilitate meaningful coaching, performance improvement and more accurate performance evaluations. Crucially, reps will be able to monitor their own calls, track their improvements, and guide themselves to ever higher levels of achievement. After the program is installed, they'll require less supervision than they do at present. Reps will experience greater job satisfaction. Because they'll have new, subtle ways to exert control over conversations, making them more efficient, more productive, and more pleasant, they'll feel less stressed. They'll also have new goals for conversations, knowing exactly ?What to shoot for? in achieving customer satisfaction and sales objectives. Let's speak, right away, about what we can do for you. After all, if there are great gains to be made, isn't it better to achieve them sooner rather than later? Customer Satisfaction

Customersatisfaction.com offers a spectrum of consulting and research services.

We conduct client and employee satisfaction surveys, focus groups, and other forms of marketing research. We also perform audits of service and sales quality and make specific, actionable recommendations for immediate improvement.

Additionally, we are available to provide guidance regarding the development of compensation and incentive programs to motivate your staff to achieve and to sustain peak performance.

For organizations that engage in extensive inbound or outbound customer contact by telephone, we customize our unique and widely implemented system of Telephone Effectiveness Assessment Measures (TEAMeasures*), as well as our Supervisor Effectiveness Assessment Measures (SEAMeasures*).

These tools help to define the best practices in customer care. Also, they provide fair and concrete ways to monitor and measure service quality and the performance of service providers and salespeople, as well as supervisory and management personnel.

To meet your specific needs, we also draw upon our extensive contacts to assemble teams of consulting experts to assist you.

To learn more about our consulting & research services, please email us at inquire@customersatisfaction.com.

*TEAMeasures and SEAMeasures are trademarks of the Goodman Organization.