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CDSM Customer Service Infographic

Infographic – The DOs and DON’Ts of Customer Service

Customer Service

Let’s get down to the nitty-gritty…

Customers are the lifeblood on any business so treating them well should be your company’s top priority.  By exceeding expectations, you can boost customer satisfaction and retention.

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every-time or we’ll lose them” Kevin Stirtz

70% of customers are influenced by how they feel they’re being treated

Would you recommend a company that has provided a poor service?

Customers judge their experiences more on the timeliness of the interaction than on the final outcome.

A swift response is always impressive, but so is correctly establishing what the customer actually wants, and why.  People appreciate a personal service. Follow up in what you say you’ll do and keep in touch to provide regular updates. Make the most of the personal service you can offer and you’ll reap the rewards.

So what are the DOs and DON’Ts?

DOs

Manage customer expectations effectively

Listen to your customer-facing staff

Make sure departments talk to each other

Empower staff appropriately

Ensure your company’s objectives are aligned with service promises to customers

DONT’s

Assume that an online customer experience will replace offline services

Oversell yourself to your customers

Treat customers as transactions

Hide behind the environment systems or process

So, what have we done to make sure our customers feel valued?  We made it personal! Meet the support team as CDSM:

Gareth – Technical Support

Our very own genius

Debbie – Senior Customer Care Executive

The glue that holds it all together

Anna-Marie – Customer Support Administrator

The ticket master of CDSM

“The goal as a company is to have customer service that is not just the best but legendary” Sam Walton

Results from our helpdesk over the last 90 days

Average first response  7.50 hours compared to industry average of 28.40 hours

79% of our end users’ tickets were engaged and responded to within the first hour of a customer raising them

9% – 1-8 hours

6% – 8-24 hours

7% >24 hours

Note: totals may not equal 100% because of rounding

Retaining existing customers – we found that when customer service is good, the result is an increase in customer retention. Happy customers promote us too.

Recent feedback rated our customer service as 100%

“You’ll never have a product or price advantage again.  They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz

Gareth – “Best part of my role is the problem solving.”

Debbie – “Favourite part of my role is meeting with clients.”

Anna – “I love the team spirit at CDSM as it helps me do a good job”.

 

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Business E-learning Infographic Insights Learning

Stop, Collaborate, and e-Learn text only version

Club Together to Train Better

There’s a great way to get your organisation learning more. Pal up with an L&D department at another company, and together, you can afford the best training for both of your operations. Lots of places are already doing it! So instead of making your budget work harder, make it work smarter by collaborating.

Here’s what findings from a UK Government survey have discovered:

Organisations Just Like Yours Are Doing It!

Over a 12 Month Period:

1/6 of all employers had worked with another organisation to access, develop or share expertise on skills and training. It’s a popular option.

Of these:

Organisations with 100+ employees:

Were twice as likely to find working with another organisation saved money.

Formal arrangements with other organisations were more common (66%).

Organisations with four or fewer employees:

Informal arrangements were more common (60%).

For all organisations:

Over 11% had both formal and informal arrangements.

Trainers Are Collaborating in Your Industry Too.

Organisations are working together on L&D in:

non-market services *35%

business and other services 18%

trade, accommodation and transport 13%

construction 14%

manufacturing 11%

primary sector and utilities 15%

*(health and social work, education, public administration and defence, compulsory social security)

The Benefits of Collaborating on Learning:

Organisations are able to:

Share best practice from previous experiences 50%

Stay up to date with the latest training developments 19%

Plug skills gaps 16%

Save money/make cost efficiencies 13%

Get something more tailored to their needs 13%

Ensure they do not fall behind competitors 7%

Widen their network 4%

Improve staff skills only 3%

Reach Out Today!

Share a link to this infographic with at least one friendly company that you would like to train with. It could be the start of a beautiful new learning and development relationship.

CDSM. Never Stop Learning.

www.cdsm.co.uk

Source:

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/373769/14.11.11._EPS_2014_-_Main_Report_full_V2.pdf

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e-learning Infographic Insights Study

Text version of Infographic – e-Learning Paints a Pretty Picture

We put a Department of Education report through our infographic-o-whizz 9000. Out popped the most important points to power up your training, from a big review of all the studies done on e-learning.

Scope:

In the studies on e-learning effectiveness:

Learner groups ranged 16 to 1,857 people.

5 studies had 400+ learners.

Average learner age: 13 to 44.

Roughly half of the learning was academic. The remainder included professional development.

Most common subject area: Medical.

Other subjects: computer science, teacher training, social science, mathematics, languages, science and business.

At least 29 studies lasted more than a month.

Effects:

50 independent effects were scrutinised.

Of these, 11 were significantly positive for online or blended learning (using both online and face-to-face training).

Effects Boosting Learning Results:

Letting learners control their own interactions with media

Prompting learner reflection

Learners self-monitoring understanding

More collaborative opportunities

Extra learning materials

Additional learning time*

*Online learning tends to expand time spent on learning more than face-to-face training.

2 Big Lessons

On average:

Learners in online learning did slightly better than those with face-to-face instruction.

Learners using blended learning out-performed those with face-to-face instruction alone.

Sources:

https://www2.ed.gov/rschstat/eval/tech/evidence-based-practices/finalreport.pdf

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