Motivational Keynote Speaker-Customer Service Tips by Shep Hyken

Motivational Keynote Speaker

Measuring Your Customer Service Results: More Customer Service Training Tips

This is a different customer service training tip based on what I believe to be some "should ask questions" that don't always come up during my customer service training programs, but definitely should.

How do you measure your customer service program results to see if it is working?

The only way to truly measure results is to have a starting point. If you want to look at numbers, you need to do a survey or analysis prior to doing any training. Then after a period of time, survey again and look at the gap between where you were and where you are. You can measure customer turnover, sales, frequency of purchases, amount of purchases and much more. You can also hold focus groups. You can even survey your own employees.

Another way to measure results is to observe employee participation from any customer service programs and trainings you may have recently implemented. Are your employees engaged in more customer service focused behaviors than before? You are not measuring numbers. Here you are simply observing behavior.

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking presentations, including his customer service speaking and training programs, books, tapes and learning programs please contact:

Shep Hyken 314-692-2200 Email: shep@hyken.com Web: http://www.Hyken.com

Copyright 2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC

Shep Hyken is the the Chief Amazement Officer of Shepard Presentations. As a speaker, author and customer service expert, Shep helps organizations build loyal relationships with their customers and employees. His customer service and loyalty articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today best seller The Cult of the Customer. He is also the creator of The Customer Focus customer service training program, which helps clients develop a customer service culture and loyalty mindset.

To read another article on customer service go to http://hyken.com/article-sl-140-five-must-do-customer-service-tips.html

For more information visit http://www.Hyken.com

Copyright 2010, Shep Hyken, Shepard Presentations, LLC