How important is customer satisfaction in your organization? What types of scores do you use to measure it? Are there other ways, such as speech analytics, to derive customer sentiment? What happens when you have a low response rate from your surveys? What are you doing to improve the service you deliver? Check out the summary of the HDIchat from January 13, and plan on joining us next week!
Read the recap, and then keep the conversation going on HDIConnect!
Join us again this Friday, for our next #HDIchat!
[View the story "How have you improved customer service in the past year?" on Storify]
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.