Slide Deck

29 Slides available anytime
  • 29 Slides

When the Problem Extends Beyond the First Call

 
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 slide deck 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.

Faculty

John Goodman

John Goodman

Customer Care Measurement & Consulting LLC

Agenda

Faculty

John Goodman

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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