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What if it takes, on average, five steps to process a customer interaction and on average there are 2,000 interactions per day? This means there are 10,000 opportunities for an error with customers! |
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Thursday, 06 May 2010 |
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The research looked at consumer expectations for getting an issue resolved in 10 different areas. It turns out that consumers don't expect much from customer service. Here are some of the findings: |
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Wednesday, 21 April 2010 |
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The emergence in 2009 of social media as a real catalyst of change signaled for the first time the possibility that customer service had a vital role to play in winning the hearts and minds of customers. |
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Wednesday, 21 April 2010 |
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So what makes a good customer turn bad? If customers are treated rudely or made to wait for an inordinately long time, they can feel as though they are not valued and that their self-esteem has been wounded. |
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Wednesday, 21 April 2010 |
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When she tried to ask some questions about the transaction, they directed her to a live online chat that was mocked up to look like a real eBay customer service chat. |
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Wednesday, 21 April 2010 |
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For the past 20 years, companies have struggled to find the right balance between cost-effective, technologically-enabled approaches to customer service and person-to-person contact. While personal approaches have advantages for many people, they require much more training, reduce consistency, and cost more. |
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Wednesday, 21 April 2010 |
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Comcast Corp. is reorganizing its Northern California customer call centers by closing one in the East Bay and seeking to entice more customer service representatives to work from home. |
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Wednesday, 21 April 2010 |
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Consumers continue to expect superior customer service experiences, with 33% of survey respondents choosing "addresses my needs on first contact" as the top customer service attribute, up slightly from the 2008 pre-recession research. |
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Friday, 09 April 2010 |
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So aside from taking important, albeit demanding, customers even slightly for granted, here are some other ways you can be assured of losing business: |
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Friday, 09 April 2010 |
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The following are the four types of information that your business should capture to form the foundation of the organizational memory: |
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Friday, 09 April 2010 |
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