Call Center Tips
Summer Reading
August 4, 2006
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Stay cool with these featured articles to improve your service, spark your personal growth, and change the way you think about goal setting.

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If you receive bad customer service from a company on the telephone, through e-mail or a Web site, you are likely to take your business elsewhere next time, a recent study shows.

Research co-sponsored by Kelly Services and Purdue University’s Center for Customer-Driven Quality shows that an overwhelming majority of consumers formulate their perceptions of a company, and their decision to buy from them again, based on their experiences with the company’s customer service contact center.

In the survey, 92 percent of consumers reported that their encounter with customer service personnel influenced their image of the company they had called. Just as advertising impacts a company’s brand image, call centers play an important role in a company’s identity.

“In today’s highly competitive marketplace, matters handled properly through a company’s call center can help ensure customer loyalty,” says Benae Smart, manager of KellyConnect, the Kelly Services unit that provides trained staff to customer service centers. “Having company representatives trained to ensure a positive customer service experience is crucial to maintaining a strong brand image and keeping customers coming back.”

creative
Creativity is your birthright – but can often be hidden in the everyday. To facilitate your personal development and self growth, here are some creativity tips you can use to resurrect, refresh and enhance your creative faculties.

1. Look after yourself.

Sleep well/Eat well/meditate/do what you enjoy and do it more often (if it is life enhancing!). Creativity is reduced when your senses are dulled.

2. Do something different.

We do so much on auto - the route we take to work, newspaper we read, TV programmes we routinely watch. Vary one element of your regular routine for a while. If feasible, take a different route to work, read a different newspaper (especially one you would never read!).

3. Be curious about your world around you.

It always amazes me when people don't see what's around them. See the area you live/work in as a tourist would. How would you explore it if you were a tourist?

There is an old way of goal setting and a new way of goal setting!

The old way of goal-setting involved setting your goals, preparing a list of sub-goals, and then carefully checking them off one after another (as and when they were being accomplished). Am I trying to pour cold water on the goal setting method many of us grew up on?

Not necessarily

While I am not saying the step-by-step approach does not work, I am advocating a flexible-goal setting approach.

The flexible goal-setting approach acknowledges the presence of chaos and unpredictability of our modern times, where change is rapid and conditions shift in an instant.


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