Improving Client Service

I work with client service or technical support departments in small- to mid-size businesses, who need to eliminate recurring client service issues and dramatically improve their client's experience of their products and services.

At one company, I showed which groups of people were having the most problems, what the top problems were, and how the time to fix those problems had changed over the past weeks. Since clients were frustrated not knowing what had been taken care of, we trained people how to communicate what they fixed, so the clients were satisfied the problems were fixed right. I was so good at satisfying frustrated or even angry people, those people were frequently transferred to me. The improved service performance helped save the company from losing a $multi-million/year contract.

For another company I was able to redesign the steps for complex sales bids. Clients received more informative quotes, so they knew exactly what they would be receiving. The company was able to handle about three times the number of bids with the same people. I also managed the accounts through order delivery and installation, ensuring everything was completed how the client expected. This led to the company being able to expand into a new line of business, offered to a larger client base, that almost doubled revenue and more than doubled gross profits.

Please contact me about what you want to improve in your client service or technical support.

follow me on Twitter

News

29July2010 - Have a WordPress child theme working, with custom post type, colors that match a background image, and a custom plug-in, based on Thematic theme framework.

8July2010 - Working with two companies to use the Product Launch Formula, so their products are marketed and sold to their customers amazingly well. The Product Launch Formula is great, and you have to execute successfully a complex plan.

6June2010 - WordPress 3.0 is out, and the multiple site features are wonderful. But they need very specific configuration, and most web host technical support people don't know how. I can take them step-by-step through getting multi-site to work. Contact Me

10May2010 - Have you noticed you are wanting to market better online? Just completed re-configuring my Blog, integrating it with Social Marketing sites such as Twitter, including PayPal for product sales, and better Internet Marketing.

18Mar2010 - If you have Safari or Firefox 3.5+, or even Internet Explorer, you will see some styles on this site use downloadable fonts (from http://www.larabiefonts.com). (even though IE doesn't recognize standard truetype/opentype fonts)

28Aug2009 - Organizing workshop video and audio recordings for editing in Final Cut.

23June2009 - Now offering Transcribing service, for workshops or seminars, translating what you speak, so that what communicated well in person, is clear and powerful in text. Whether you want to offer your students a transcript so they learn more deeply, or are wanting to write your book and know you speak better than you write, having transcripts of your best work will make it so much better.

31May2009 - What key problems is your organization facing, to stay alive and prosper as the economy improves? How might talking to someone skilled in improving sales and operations, for even the best-run companies, improve your results?

glerner Yahoo Messenger:
glerner AOL-IM:
offline
(Refresh for most recent, click to IM)