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A majority of Americans report that quality customer service is more important to them in today’s economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service. |
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Wednesday, 21 July 2010 |
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Most companies still suffer from the checklist mentality when it comes to managing how their reps engage with customers. We've seen companies move away from this "one-size-fits-all" approach and creatively teach their reps to use simple word choice to radically shape how a customer perceives an interaction. |
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Wednesday, 21 July 2010 |
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You want to invest in training to boost employee performance. But what's the best way to shop for the best training programs? |
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Wednesday, 21 July 2010 |
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According to a recent study, 43 out of the 47 websites reviewed have been affected by “satisfactory,” “poor” or “very poor” customer service scores, with the airlines sector failing to answer over 51% of all email queries. |
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Wednesday, 21 July 2010 |
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British consumers are dissatisfied with the levels of customer care and advice offered by online retailers, with more than a third claiming that these factors prevent them from spending more online. |
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Wednesday, 21 July 2010 |
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Residential customer satisfaction with utility companies averages 630 on a 1,000-point scale in 2010, increasing from 618 in 2009. |
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Wednesday, 21 July 2010 |
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PPL Electric has enabled its interactive voice response, or IVR, system to allow customers to get an updated account balance, make a payment, or report a power outage through it. The company has claimed that nearly 400,000 transactions were handled this way during the first five months of 2010, up 34% over the past two years. |
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Wednesday, 21 July 2010 |
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"Companies used to believe a 24-to-48-hour response time was sufficient, but the clock has been reset," Bell says. "If a customer service representative doesn't respond to someone complaining fairly quickly, it looks like I'm ignoring the customer." |
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Wednesday, 21 July 2010 |
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Executives are paying more attention to customer service in an effort to increase sales and gain market share in the economic recovery. |
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Friday, 09 July 2010 |
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When put on hold, users can hang up, and are then called back when a customer service representative finally picks up. |
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Friday, 09 July 2010 |
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