Support Center Strategy

Determine where emotional reactions are most likely to occur, then continuously monitor to ensure the delivery of a positive experience.

A Call Center can recognize opportunities for up-sell or cross-selling.

yes, no, unknown = 3 outcomes

product choices = 1,2,3,12,13,23,123 = 7 outcomes

timeframe = 1 month, 1 year, 2+ years, unknown = 4 outcomes

2x7x4 = 56 outcomes and 57th outcome being no

Then improve this by applying metrics from customer preference studies.

Support Center actions

consistent, single-point-of-contact to keep customers informed, recommends new products and provides more than support, like advice.

does Not mitigate company errors

does Not reduce the number of staff required in a company

manage customer to SLA

screen caller by saying, do you need anything else before transferring

document, escalate, close

resolve customer inquiries

recognize selling, up-sell, cross-sell 

convey willingness to help

be available under all circumstances

be receptive to problems

ensure all customers are aware that solutions are available

take ownership, taking personal guarantees to fix or check on things

Each positive interaction is an investment in the future

Support Center objectives

Figure out if it's more cost effective to invest in fixing sources of customer dissatisfaction than it is to invest in developing new programs or products. Do this by linking customer to the business and find when things are mutually beneficial. The cost of keeping a customer is lower than the cost (5x lower sometimes) of acquiring a new customer. A Customer Service Representative CSR can "generate" sales but a CSR has many duties.

Troubleshooting Cloud Applications with Yes/No questions

Problem: can't logon

ask user to try another machine question? (it must be the machine)
ask to try another user account on same machine? (it must be the user account)
ask user to try another application on same machine? (it must be the service)
ask user to try a different network (toggle off Wifi and use cellular 5G)? (it must be the cloud)

Customer Support Center

Match to company goals to increase company profits
Increase company profits by allowing other sales team to focus on sales to new customers
Increase profits by up-selling and cross-selling to existing customers
Improve awareness of customer preferences to then send to marketing or sales
Boost reputation of company as customer focused

resource: Skillsoft

Did You Know? 

Americans collectively throw away $62 million in coins every year. Keep a jar for your spare coins. Those coins really add up! - US Bank ReliaCard financial tips

 Life rewards action! 

Charisma Skills: Author Robert Brault says, "Charisma is not so much getting people to like you as getting people to like themselves when you're around." Randy Cohen, "Real swagger comes when you show concern for others and you make them feel good." https://www.linkedin.com/pulse/10-tips-developing-charisma-upping-your-swagger-factor-randy-cohen?trk=prof-post 

"If there is one certainty in the world of IT, it is that vendors will be looking for any way to build lucrative margins and lock those margins in for the long term." W. Snyder, Gartner. 

The goal of a budget is to have money left to save. source: US Bank Relia card financial tips)

https://practicalmoneyskills.com/resources/comics/guardians_of_the_galaxy