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My employees get busy working in the back of our retail shop and then don’t answer the phone or help out up front. How can I get the point across that we all have to take care of customers? |
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Wednesday, 01 September 2010 |
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Online businesses can sometimes fall short of the customer service measures that brick-and-mortar stores have in place, but they don't have to if they aim for a personal touch. |
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Wednesday, 01 September 2010 |
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Our research shows that customers who attempt to self serve, fail, and are forced to pick up the phone are 10% more likely to be disloyal than those customers who were able to fully resolve their issues in their channel of choice. |
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Thursday, 19 August 2010 |
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Customer service can never be reinvented. Instead, Kolsky told attendees, customer service merely adapts to new models that keep customer satisfaction high and company costs low. To that end, there are five major trends in the customer service industry: |
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Thursday, 19 August 2010 |
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For nearly 30 years, S. Larson has signed his or her name to thousands of customer-service letters that have been sent to Citibank customers. But the person behind the signature remains a mystery, according to The Wall Street Journal. |
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Thursday, 19 August 2010 |
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In today's fiercely competitive marketplace, you must take full advantage of each customer interaction. This means developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. Very simply, it means getting the customer experience right. |
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Thursday, 19 August 2010 |
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The latest fee on the table would have passengers charged for asking a Spirit employee for help. Yes, a charge for customer service. |
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Thursday, 19 August 2010 |
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A good self-service system should offer many exit strategies. If one type of self-service can’t help a customer, it should provide exits to other types of customer service. For example, an IVR system should have a clear method for getting to a human customer service rep. |
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Thursday, 19 August 2010 |
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Customer service is being touted as a lot of things these days - "the new marketing," "the new CRM," even "the new sales." That's all well and good, but many customers just wish customer service could be "the new, actually functional customer service." |
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Thursday, 19 August 2010 |
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The 72-year-old Schultz now had written two checks totaling more than $1,000. Sears said it would refund his money. Two weeks went by and nothing happened. |
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Thursday, 19 August 2010 |
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