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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMERS
Customer Service Equals Customer Loyalty
I always encourage our managers and team members to think outside of the box when it comes to customer service, to go beyond what customers traditionally expect.
Monday, 10 July 2006
Consumers Cast Net Over Firms' Lousy Service
Some customer service representatives are fighting back by starting their own sites to complain about annoying customers.
Monday, 10 July 2006
Friendly Service Keeps Small Banks Going
Although consolidation is a trend among banks large and small nationwide, "there is plenty of evidence that small banks are holding their own," said Richard A. Brown, an FDIC economist.
Friday, 07 July 2006
Service, Satisfaction, and Other Legends
If you stay at the Ritz or buy a top-of-the-line Mercedes, you usually get treated pretty well. But when it comes to the more mundane purchases in life, most of us find ourselves wading through voicemail or Internet hell anytime we need help.
Wednesday, 28 June 2006
Consumers Say Pharmacists Provide Best Healthcare Customer Service
Not many people think of going to the dentist as a pleasant experience, but almost 62% of consumers think dentists provide a good or excellent level of customer service second only to pharmacists.
Wednesday, 28 June 2006
AirTran Issues a $100 Apology
In an apology to thousands of AirTran Airways passengers delayed for hours Tuesday by a computer glitch, the company said it is sending each of them a $100 travel voucher.
Tuesday, 27 June 2006
At AOL, 'Cancel' Just Doesn't Click
The Internet provider certainly isn't alone in its zeal to keep customers, but now its persistence has been caught on tape.
Friday, 23 June 2006
How to Gain a Competitive Service Edge
More time is spent in stressful work. We have less time for leisure. Standards are changing. Aging baby boomers want to enjoy work; they demand service. The ever-growing demand for more customer service focuses us on gaining the edge. Smart entrepreneurs treat customers more than right. And managers need to become "trainers" of customer service.
Wednesday, 21 June 2006
Customer Satisfaction at All-Time High for Fed Web Sites
Government Web sites hit an all-time high in the second quarter of 2006 on a four-year-old customer satisfaction index, after a slight drop in the previous quarter, measurements show.
Wednesday, 21 June 2006
More Loyal Customers Driving Upscale Markets
Americans’ appetite for luxury and the corresponding impact on the upscale retail market is capturing plenty of attention these days, with several upscale retailers reporting record sales.
Wednesday, 21 June 2006


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