N ED A Customer Service r~CONSORTIUM

Member Survey 2011

Member Programs

Respenss

Miay 12.- Custemer Sen;].0e as <IL p,,'@taW component @f managtng a sp orts ,alwganiza U(IID and univers ilW delver of bustness .SUCiO~~s- A w.ebi nar w:ith K~'~,sten

AJ!lg U.- Cus temer S erviee Best iF'1~acti,ce S},El]p@,Sli\!llll ]@cl!lsed,@n,e!>tablishii.n:g a VI"®'rk B'Olll H@meiP'l'@gl:"am - iP'1:",~sentilti@n by Tiil1IiG ReilUh f@U,@wed by a panel dlseussien at j'I,!liohegan Sl!ln Cil,o;;~no

N@v IlO- Stl~ategi!es f(IJil:"[nc~'eils-ijJng Employee Engagement &. SaUs-;jfa~ti,@n - D r, Cl:"aiig iP'i.Si@ at 'Fhe VI!,oodWands

I did not attend any memb e]' pngrill11s :in 2.Dl1!O

Chart

9

435',5

8

Select how often you would like to attend! member programs (select one)

Sel11i-ilnnl!laUy

Anmaally

Count

4

0%

o

o

Northeast PA Customer Service Consortium· Member Survey· February 2011

ill prefer programs to be delivered! (select one)

Respon!ie

Chart

n~unt

V\Tebinar[ can aeosss Vi.il Internet

3

In persen

20

ill prefer this tYJPe of program format (select one)

Response

Chart

Frequency

Count

I

2

4

My idea for a NEiPA esc member program is,

Hiring for a customer sef'ltice '1it"

2

Motivatin s Engaging Staff

3

PI 'NorksllOp/speaker on customer Sef'ltice pre-hire testing tools available - wllat's worked for other members, perhaps a cemcnstratlon trorn a trusted vendor

How to de-escalate a difficult customer

5

Fair hiring practices and economy building

6 7

110'1,\'1 to 'NOW your customers to keep them cornlnu back

Employee Recognition Prograills

Member programs are go minutes. The best time for me to be able to attend. is (select one)

R,e.sp@nse

Chart

O@unt

8·:aOilI1l1- IlO:OOilI1l1

6

1ll:30aI1l1- Il:OOpI1l1

6woplu- 7:,3.0pm

5

Total re.~ponse.s: 23

Northeast PA Customer Service Consortium· Member Survey· February 2011

The best day for me tal attend! NEPA esc programs is (select one)

ResponSie

I

\'\iednesday

Friday

O~unt

30%

7

30%

7

6

I most value being a member because it provides (select one)

Ni.cll.e netwerking oplPortnni.ty

iPl'(!I;j;es~SjionaW D e'i'eill'(!IlPlllEm t

6(26%)

I visit the online community site (select one)

Response

j),\I!(!Inthly

[have not v]i"itedsince Ijoiined

The we bsite is. user friendly

Response

Char~t

j),,!IIe:l"l1b e:rsh~p'i.n a lP~o1ie:s!-s;Uj.@nal ergantza U(!In

Chart

I

I

Yes

['[11 not finding value

23

Coumt

3

4

9

oount

Northeast PA Customer Service Consortium· Member Survey· February 2011

An online networking site has advantages over a regular website

Respense

Charf

Count

I

5, ..

. . ".

] have a professional website or blog about my career {enter DRl. if you do or N! A.lf you do not}

11ttp:l/ka ria po rte r.corn

2 ilia

3 ilia

4 Ilttp:l/w{I;\fi;v.li Ilked in .comrp ubnnark-trud na kl6/ab b/6 6

5 NIA·- not yet -1,\/orking on developing a customer service type blog -would IOV8 help :)

6 ilia

7 NI.A

8 N!.A,

9 ilia

10 ilia
11 ilia
12 ilia
13 NIA
141 vif'NlN.lmg 11e alll1. co In
15 Linkedln profile Ifyou have a Facebook account areyou a fan of our NEIPA Customer Service Consortium page?

Chart

II have aFacebo@k a~wuntbutll anlXOIj[' a1\i.U'A.CSC

48%

Fan

I

:2

Northeast PA Customer Service Consortium· Member Survey· February 2011

Ifyou have a Twitter account doyou follow @NElPACSC?

Cl1a~t

Check the featuresyou like about the NEiPA esc online community (select all that apply)

Even ts eal'endar' jim,iiita tien funetlen

3

4

n',eql!lency ooant
62% !3
62~ !3
29~ 6
29~ 6
9S~ 20
38~ 8
33~ 7
43~ 9
!4~ 3
H~ 3 ] would be willing to pay an annual individual membership fee of $15 to help

defray marketing and administration expenses and sro per member program event ill attend cover facility and! food COfS,tS.

Cha~t

86%

Count

3

Northeast PA Customer Service Consortium· Member Survey· February 2011

It would be valuable to have

Respsnse

A. membership-Card

A wehs.ite member badge

A. member d~sl~@l!lnt P[,0gU.tlIl f~[' enstemer senrii.0e iJ'l'oducts

iF'aid adv,ediLsi:n:g en the wehsite to defrav oests ,of the G@o!fortiliun1

.'

otber

Chact

Frequeney Ceun t

D'eii:ail~ "

Northeast PA Customer Service Consortium· Member Survey· February 2011

33% 7
29% 6
48% 10 43%

9

4

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