Dear Subscriber,

Start the year off right.  Take care of your employees so they can take great care of your customers.

First Call Resolution:  Exceed Customer Expectations with Superior Service – Live Webinar January 23, 2013

For more information and/or to register go here right now.

http://iccaevent.com/first_call_resolution2012.html

Attend and learn:

  • How do you define first call resolution?
  • How do you—if you do—calculate FCR?
  • What does losing a customer cost you?
  • Do you know why your customers are calling?
  • Do you know how to ‘delight’ your customers?

First call resolution is the #1 driver for customer satisfaction.  Best practices is at 86%.

What does this mean?  This means that 14% of your customers are contacting you more than once (or more than twice) to resolve their issues!

Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer as well as employee satisfaction.

We have a formula to plug in your numbers and see what your cost is.

One of the foremost methods to boost customer satisfaction—and improve FCR—is to consistently and ongoingly train, train, train your front lines in world class customer service skills such that they can do their job right the first time.

How do you/they create relationships and in that space resolve customer’s issues and move them to a productive interaction in a timely fashion?

Attend and get answers to these questions and more:

How to Define/Measure/Improve FCR

5 Ways to Achieve FCR

Formula for costing your Repeat Calls

How to Delight your Customers

Proven Techniques to Create Relationships with Customers

For more information and to register go here right now. http://iccaevent.com/first_call_resolution2012.html

Don’t put it off.  Only 1000 lines.

Note:  Your entire team can be present for one enrollment fee!

Regards,

Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/222-2455 fax 928/223-6165
rosanne@human-technologies.com
http://www.HumanTechTips.com – tips newsletter
http://www.customer-service-expert.com
http://www.drrosanne.com – blog

PS  Register right now http://iccaevent.com/first_call_resolution2012.html