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Vocal Laboratories Inc. announced the results of its ninth quarterly SectorPulse study on the quality of telephone based customer service among large financial services companies for the six months ending June 2007. Bank of America and PayPal tied this quarter with "C's" in Caller Satisfaction, and "B's" in Call Completion, the percent of customers able to complete their business with a single phone call. |
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Tuesday, 24 July 2007 |
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Hospitality is a much better word than service to describe what we should be providing; words like cordial, generous reception, kindness, consideration and warmth say it equally well. What is being offered to your customers or guests? |
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Monday, 23 July 2007 |
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With nearly 240 million cell phone subscribers in the United States, the devices are ubiquitous. Yet buying a phone and signing a calling contract continues to be fraught with pitfalls. Cell phone companies seem to have a distinctive knack for ticking off consumers. The industry stands out as the No. 1 source of consumer complaints, beating out car dealers, collection agencies and Internet shopping services, among others, according to a 2006 report by the Better Business Bureau. |
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Monday, 23 July 2007 |
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If you're being ignored by sales staff when shopping for a new outfit, groceries or shoe repairs, you are not alone. Melbourne shoppers are being subjected to snooty service, long queues and unhelpful staff, a Sunday Herald Sun investigation has found. |
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Monday, 23 July 2007 |
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To survive in a highly competitive business environment, retailers have to constantly listen to employees and customers, identify market changes before they become full-blown trends and understand the solutions needed to overcome immediate challenges. |
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Thursday, 19 July 2007 |
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Whatever happened to good service? It seems that everywhere you go these days the one thing that stands out the most in many situations is the lack of good customer service. Whether it’s the cashier at the checkout in the grocery store; the customer service assistant at the cable company; or the ticket agent at the airport; the motto of the customer is always right or we will do whatever is necessary to please our clients, seems to have disappeared from company policies like planes in the Bermuda triangle! |
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Wednesday, 18 July 2007 |
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Customer service representatives are people too. Here are some suggestions for dealing with the customer service representatives we encounter on a daily basis. |
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Wednesday, 18 July 2007 |
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Two-thirds of consumers are negative about the service and quality offered by Dutch companies, according to a new book on customer service in the Netherlands. |
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Friday, 13 July 2007 |
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The customer service experience is a driving factor in success. Without a quality customer service experience, customers will not stick around for long-- and lost customers, are never a good thing. |
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Thursday, 12 July 2007 |
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People don't quit bad companies, they quit bad bosses, expert says. In a nation where more and more emphasis is placed on productivity at work, only three in 10 employees are highly committed, industrious and passionate about what they do. |
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Wednesday, 11 July 2007 |
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