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“I talked to a couple of people just last week who complained to me that the employees in the Clerk’s Office were very rude to them when they went in to pay their water bills. Some of them were even belittled for not being able to pay their whole water bill, and I think that this is just unacceptable,” said Scott. |
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Thursday, 19 August 2010 |
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Service has found a new low this year as retailers grapple with a slowing sales environment, amid higher interest rates and expiration of government stimulus payments. |
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Tuesday, 03 August 2010 |
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“Before, the care center was something we saw as a necessity for servicing our customers’ needs. Now it’s a revenue center. We spend more time on sales and engagement, and the return is well worth the money you would save with off-shore.” |
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Tuesday, 03 August 2010 |
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Harvard Business Review blogger Peter Bregman writes that “A study showed that people distracted by incoming email and phone calls saw a 10-point fall in their IQs. What’s the impact of a 10-point drop? The same as losing a night of sleep. More than twice the affect of smoking marijuana.” |
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Tuesday, 03 August 2010 |
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If your company or brand has a Facebook page, whether you like it or not, you now have a new customer service platform. According to the 2009 Cone Consumer New Media Study, 62% of social media users believe they can influence business decisions by voicing opinions via new media channels. |
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Tuesday, 03 August 2010 |
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Guests who make reservations directly through the hotel, whether via phone or website, are notably more satisfied with their overall experience than guests who book through an independent travel website. |
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Tuesday, 03 August 2010 |
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Earlier we wrote about the woman in California who contacted Dell's tech support hotline and then watched as naked photos of her were downloaded remotely by the employee. |
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Tuesday, 03 August 2010 |
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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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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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