http://finance.groups.yahoo.com/group/serviceexperience/ Customer Service Supervisors & Managers Sun, 28 Oct 2007 00:14:08 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/12 http://finance.groups.yahoo.com/group/serviceexperience/message/12 We did a similar study at Amex with Booz-Allen. As g.nik said it was also very expensive, but we did find out that several feature we were offering were Fri, 26 Oct 2007 16:10:08 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/11 http://finance.groups.yahoo.com/group/serviceexperience/message/11 What are the tasks you have to complete as a supervisor on a daily/weekly/monthly basis and how much time (approximately) do you spend on each one? If you Fri, 26 Oct 2007 15:30:41 GMT g.nikolivich http://finance.groups.yahoo.com/group/serviceexperience/message/10 http://finance.groups.yahoo.com/group/serviceexperience/message/10 We did a benchmark study (run by Diamond Cluster) and compared our quality results to 5 other competitors. It was expensive, but we got great information Fri, 26 Oct 2007 15:30:29 GMT em.wats http://finance.groups.yahoo.com/group/serviceexperience/message/9 http://finance.groups.yahoo.com/group/serviceexperience/message/9 We had a customer that insisted his packages were damaged in delivery. time and time again. I finally followed the delivery truck to his house and watched his Thu, 25 Oct 2007 21:24:51 GMT mary.mson http://finance.groups.yahoo.com/group/serviceexperience/message/8 http://finance.groups.yahoo.com/group/serviceexperience/message/8 All- We turned down a credit authorization from the President of our company once. No one, in the front lines, knew who he was. That tells you something Thu, 25 Oct 2007 04:09:55 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/7 http://finance.groups.yahoo.com/group/serviceexperience/message/7 What were the most difficult service situations you faced and how did you resolve them? Wed, 24 Oct 2007 23:07:39 GMT supervisor.nick http://finance.groups.yahoo.com/group/serviceexperience/message/6 http://finance.groups.yahoo.com/group/serviceexperience/message/6 YDBrooks-- I've also used Harris for customer surveys and been quite happy. See them at www.harrisinteractive.com. Nick ... the ... out ... figuring ... some Wed, 24 Oct 2007 22:56:41 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/5 http://finance.groups.yahoo.com/group/serviceexperience/message/5 ydbrooks Please look at the files on the ServiceExperience forum. One of the pdf's is about measuring quality. Also you can check out www.walkerinfo.com, Wed, 24 Oct 2007 21:25:33 GMT ydbrooks http://finance.groups.yahoo.com/group/serviceexperience/message/4 http://finance.groups.yahoo.com/group/serviceexperience/message/4 I'm looking for more information about measuring quality and figuring out where our center stands compared to others. Does anyone have some ideas? ... and Tue, 23 Oct 2007 19:15:02 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/3 http://finance.groups.yahoo.com/group/serviceexperience/message/3 Please use this thread to discuss the supervisor's day-to-day roles and responsibilities. Tue, 23 Oct 2007 19:10:56 GMT Steven Grant http://finance.groups.yahoo.com/group/serviceexperience/message/2 http://finance.groups.yahoo.com/group/serviceexperience/message/2 The Service Experience forum is provided for supervisors and managers working in service industries to share their challenges and solutions with others