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57% of consumers aged 55-64 think customer service levels have declined over the last five years compared with just 23% of those under the age of 25. |
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Wednesday, 04 October 2006 |
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The first week of October is National Customer Service Week. Congress proclaimed as much in 1992, saying that "if the United States is to remain a leader in the changing global economy, highest quality customer service must be a personal goal of every employee in business and industry." |
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Wednesday, 04 October 2006 |
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Business decision-makers know how important it is to curry customer loyalty, because most business profit comes from keeping current customers satisfied -- not from developing new accounts. So, it's crucial that managers and executives know how to handle service failures. |
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Thursday, 28 September 2006 |
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Growth of citizen satisfaction with federal websites has stalled, since many citizens struggle with understanding where to go in government to find the information they are seeking. |
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Thursday, 21 September 2006 |
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Nobel Prize-winning economist Milton Friedman correctly concluded that the blame for many of the distortions of the marketplace caused by government lies with the system itself, not just the actors within it. |
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Wednesday, 20 September 2006 |
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In today's competitive world, it's becoming more difficult for companies to differentiate themselves and their products, and the high risk of customer churn means companies need to adopt a strategy to turn customer service into a profit centre. |
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Tuesday, 19 September 2006 |
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Stuck in an endless loop of customer service voice mail? Try calling the sales department instead. |
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Monday, 18 September 2006 |
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I have always wondered why so many companies bill themselves as "customer service leaders" yet in practice fall down on the job so completely that they become the brunt of water cooler jokes. |
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Friday, 15 September 2006 |
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For those of you who were wondering, customer service is not dead. Taking its last gasping breaths, yes, but, as Monty Python would put it, "not quite dead." |
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Friday, 15 September 2006 |
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Think about the last time you had a negative buying experience. Negative buying experiences are almost always linked to shoddy service. But customer service hasn't gone the way of the dodo. |
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Thursday, 14 September 2006 |
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