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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CULTURE
Setting Appropriate Targets for Customer Satisfaction Scores
Of course, the hotel executive who aggressively pursues higher customer satisfaction using these strategies will probably be looking for another job quite soon."
Tuesday, 13 September 2005
RP Call Centers Open to Giving Employees Stock Options (Philippines)
Offering stock options has created a "positive impact" on offshore operations in the country.
Friday, 02 September 2005
Will Service Charges Replace Voluntary Gratuities?
Diners at the pricey new Manhattan restaurant, Per Se, will pay an automatic 20% service charge and feed an escalating controversy about how travelers reward those who serve their meals, make their beds and carry their bags.
Tuesday, 30 August 2005
Hosted CRM Revenues Increase 105% in 2004
The report indicates that the hosted model has reached prime time as a delivery method for Customer Relationship Management (CRM) applications
Monday, 29 August 2005
Airline Could Be Pattern for Church 'Customer Service'
The mission statement for Southwest Airlines "basically is the Golden Rule," she said. "We require that all employees are respectful of others. ? They treat others like they want to be treated.".
Thursday, 25 August 2005
Over 100 Call Centres Exit Biz in Last Three Years: India
As many as 100 call centre companies are estimated to have shut shop in the last three years on account of unviable business model, and exodus of employees to larger well-established BPO firms.
Monday, 08 August 2005
Bumper Reward for Customer Care
Part of the reason for resisting the downward sales trend in the sector was the introduction, 18 months ago, of a new incentive plan, Customer Experience Management (CEM).
Monday, 08 August 2005


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