Documents Plus
Listed below are a wide range of documents that have been discussed in Customer Service Newsletter, and The Customer Communicator. We present here the full text of those documents
as a value-added service to subscribers.
These documents may be viewed and printed with the Adobe Acrobat Reader. You may download a free copy by clicking on the yellow icon. |
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December 1, 2007
“DHL’s service mantra for all employees is: ‘I’m on it!’ ” (p.1) — More on DHL’s service efforts from the archives of Customer Service Newsletter.
November 1, 2007
“Wait time shortens as call handle time lengthens” (p.1) — More data from Customer Service Newsletter’s 2006-2007 Salary and Benchmarking Survey.
October 1, 2007
“Service contacts: Phone contacts still lead, but self-service surpasses snail mail” (p.1) — Additional data from Customer Service Newsletter’s 2006-2007 Salary and Benchmarking Survey.
September 1, 2007
“Frontline service salaries show low to moderate increases” (p.1) — Regional salary data from the Customer Service Newsletter 2006-2007 Salary Survey.
“What GM learned from Disney about service” (p.1) — Lessons to be learned at the Disney Insititute.
August 1, 2007
“Customer-centric companies invest in staff productivity” (p.1) — Engaged employees are more productive employees, according to a report from Sibson Consulting.
July 1, 2007
“To deliver exceptional customer service, know what customers expect” (p.1) — Here’s another article on “mystery shopping” from the archives of Customer Service Newsletter.”
June 1, 2007
“What do you really want to know about customers?” (p.1) — Mindshare Technologies’ Rich Hanks discusses “The Platinum Rule of Customer Service.”
May 1, 2007
“More companies are considering at-home agents” (p.4) — View Five9 Inc.’s complete report on home-based service agents.
April 1, 2007
“Ten mistakes that service managers should avoid” (p.1) — Here are some additional technology-related management issues that customer service managers should be aware of.
March 1, 2007
“Benchmarking and certification point the way to service excellence” (p.1) — Additional detail on Xerox Services’ benchmarking and certification efforts from the archives of Customer Service Newsletter.
February 1, 2007
“CRM software is now within everyone's reach” (p.1) — Here's a guide to customer relationship management (CRM) software selection from Surado Solutions.
January 1, 2007
“Should first call resolution be a key service metric?” (p.1) — Sample FCR reports available via Upstream Works software.
December 1, 2006
“How to recognize and reward customer service employees” (p.1) — A checklist of considerations for putting together a customer service reward program.
November 1, 2006
“Reps are still spending quality time with customers” (p.1) — Reward and recognition ideas from Customer Service Newsletter’s Salary and Benchmarking Survey.
October 1, 2006
“Traditional channels and methods still strong” (p.1) — Additional data from Customer Service Newsletter’s Salary and Benchmarking Survey.
September 1, 2006
“Survey shows shift to bonus compensation...” (p.2) — Additional data on regional compensation from Customer Service Newsletter’s 2005-2006 Salary Survey.
August 1, 2006
“Train reps to provide a positive experience” (p.2) — A checklist for providing a positive service experience.
July 1, 2006
“This company has created a service culture to ensure customer loyalty” (p.1) — Sample “Service Hero” profiles.
“Taking the mystery out of mystery shoppers” (p.1) — Sample mystery shopper report from Satisfaction Services Inc.
June 1, 2006
“Can you identify the issues that drive customers away?” (p.1) — Sample customer survey questionnaire.
May 1, 2006
“Find the CRM software that meets your needs” (p.1) — More on CRM software functionality.
April 1, 2006
“Let ‘change management’ guide your center...” (p.1) — Keep compensation and metrics aligned during change.
March 1, 2006
“Service supervisors should be coaching...” (p.1) — Coaching strategies for frontline service supervisors.
February 1, 2006
“Use team-building to boost...” (p.1) — Measuring team-value attitudes and putting them into action, from Ron Willingham of Integrity Systems Inc.
January 1, 2006
“HP’s ‘readiness planning’ for the holidays...” (p.1) — More on planning for peak volume from the archives of Customer Service Newsletter.
December 1, 2005
“DHL bets on service...” (p.1) — A look at how delivery company DHL tracks customer service performance.
November 1, 2005
“Are you ready for customer advocacy?” (p.1) — The complete transcript of Customer Service Newsletter’s interview with Glenn Urban, author of Don’t Just Relate — Advocate!
“Keep an internal service log” — Use this form for documenting internal service issues.
October 1, 2005
“The how and why of customer contacts” (p.1) — More data on customer service hours of operation from Customer Service Newsletter’s latest Salary and Benchmarking Survey.
September 1, 2005
“Salary survey shows pressure...” (p.1) — Additional data from Customer Service Newsletter’s 2004-2005 Salary Survey.
“Taking personal responsibility...” — More on personal branding from the archives of The Customer Communicator.
August 1, 2005
“Adding sales to the customer service mix...” (p.1) — This in-depth white paper covers strategies for incorporating sales into the service department.
July 1, 2005
“Is voice self-service ready for prime time?” (p.1) — Here’s a look at cost savings from Web-based self service.
June 1, 2005
“Improve customer relationships …” (p.1) — Here’s more material on measuring the quality of customer experience.
May 1, 2005
“Communication and response process...” (p.1) — Here's another loyalty and retention case study from the CSN archive.
“How well do you handle customer complaints?” — A self-test for front-line reps.
April 1, 2005
“Are you ready to add an incentive component?” (p.1) — Read this if you're also thinking about using a supplemental reward program.
March 1, 2005
“Will your call center handle global business?” (p.1) — Make service part of your global communications strategy.
February 1, 2005
“Can coaching work ...?” (p. 1) Further advice on developmental coaching.
January 1, 2005
“Beware of these potential feedback pitfalls...” (p.7) — More on customer survey techniques from the CSN archive.
December 1, 2004
“Financial organization’s customer service efforts...” (p.1) — Sample interview questions for customer service applicants.
“How is your customer service center performing?...” (p.1) — More on service metrics from CSN's Salary and Benchmarking Survey.
November 1, 2004
“Most customers will still use the phone...” (p.1) — More data on extended service hour from CSN’s Salary and Benchmarking Survey.
October 1, 2004
“At-home reps...” (p.1) — More on at-home reps from the CSN archive.
September 1, 2004
“CSN Survey...” (p.1) — Survey results show regional differences in CSR pay.
“Fix service problems...” (p.1) — Compensation plan is designed to improve rep performance.
August 1, 2004
“Try these exercises to build employee morale...” (p.4) — Team communication-building exercises from The Customer Communicator’s SkillSharpener
July 1, 2004
“Adding sales to service...” (p.1) — Report from the Global Benchmarking Council’s meeting on “Driving Sales Through Customer Service”
June 1, 2004
“Interview questions that reveal character...” (p.7) — Sample interview questions from the Customer Service Group’s How to Hire the Best Service Professionals
April 1, 2004
“Tying feedback to the customer experience...” (p.2) — A sample of one of VocaLab’s survey reports
March 1, 2004
“Telephony software offers personal touch...” (p.4) — Demos of ConverTec’s telephony software
February 1, 2004
“Cyberagents help meet peak demand...” (p.1) — Monitoring virtual agent service providers
January 1, 2004
“Build teamwork with quick exercises...” (p.5) — Teambuilding training session from the Customer Service Group’s SkillSharpener workbook, Volume 1
December 1, 2003
“Raising productivity with speech recognition...” (p.4) — Listen to a demonstration of one of Angel.com’s speech recognition applications
“Reaching out to business customers...” (p.6) — Avnet’s lost-customer survey
November 1, 2003
“The speech recognition revolution...” (p.3) — Return on investment for speech recognition
October 1, 2003
“Business process management systems...” (p.1) — Pegasystems client case study
“Customer service tips...” (p.2) — Andrew Griffiths’ competitor analysis form
September 1, 2003
“Preventing Violence...” (p.5) — U.S. Office of Personnel sample antiviolence policy
August 1, 2003
“User feedback...” (p.1) — Service Center’s surveys for email and walk-in customers
“Workforce management...” (p.2) — SYMON’s workforce management software
July 1, 2003
“Encouraging initiate...” (p.1) — Educaid’s performance development forms
“Online training...” (p.2) — Customer Service Group reader survey results
June 1, 2003
“Teach CSRs to write ...” (p.2) — Sterling Consulting Group Training email training demo
“A bouquet of metrics... ” (Management Report, p.3) — 1-800-FLOWERS performance measurement program
May 1, 2003
“Are you getting ...” (p.1) — Evaluate your survey method
“Helping online customers... ” (p.5) — Knowledge management best practices
April 1, 2003
“Evaluate CSRs... ” (p.1) — SQM customer-directed coaching
“How can I help? ...” (p.2) — CSR call-simulation training
March 1, 2003
“Incentives keep ... ” (Management Report, p.1) — Mega Life and Health incentive program documents
“Call simulation takes ...” (p.1) — CSR training
February 1, 2003
“When to escalate ... problems” (p.1) — Penn Mutual performance report
“Day-to-day recognition ...” (p.1) — CalPERS’s recognition program
January 1, 2003
“Teamwork training ...” (p.1) — Service center mission statement
“Please hold for ...” (p.2) — White paper on skills-based routing
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