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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.
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CUSTOMERS
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A recent study conducted found over 16% of consumers said they would stop visiting a store all together as a result of a bad customer experience. In store categories where consumers actively seek out advice and knowledge from sales associates, namely Consumer Electronics and Home Improvement stores, consumers feel it is important to have sales associates that can assist them. |
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Friday, 28 September 2007 |
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Aspect Contact Center Satisfaction Index - Europe 2007 study reveals falling levels of customer satisfaction, with UK consumers rating agents' Empathy and Advocacy skills 7 percent lower than in 2006 |
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Friday, 28 September 2007 |
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American Airlines is turning its focus to customer service -- an area in which it was plagued by storm-related operational problems. "We're going to make sure next summer is better than this summer was," David Cush, American's senior vice president of global sales, says to The Dallas Morning News. |
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Thursday, 27 September 2007 |
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Although high-speed Internet service continues to attract new subscribers, satisfaction measures for high-speed customers suggest that service providers are not making significant headway in producing loyal customers, according to the 2007 Internet Service Provider (ISP) Residential Customer Satisfaction Study. |
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Thursday, 27 September 2007 |
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Federal regulators should more aggressively oversee how airlines handle customer-service issues in the wake of growing flight delays and reports of passengers being stranded on tarmacs for hours, a government watchdog reported yesterday. |
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Thursday, 27 September 2007 |
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In a perfect world there would be no angry customers. The product would work flawlessly, it would arrive on time, and no customer would wait—listening to elevator music—for 30 minutes. But absent that perfect world, you will have angry customers. And they will send angry e-mails. |
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Thursday, 27 September 2007 |
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What has happened to providing good customer service? From mortgage lenders, banks, real-estate, telecommunications, and department stores etc. Customer service gets overall grade of D or F. |
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Tuesday, 25 September 2007 |
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When it comes to customer service, who needs a human touch? Not Wal-Mart’s online customers, apparently. As part of what Wal-Mart is calling its “Customer Contact Reduction” program, by next week, Walmart.com, the company’s online arm, will no longer give customers a toll-free phone number to call–or any phone number, for that matter–if they have a question. |
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Monday, 24 September 2007 |
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A recent survey which covered cities across the nation including: Phoenix, Dallas, Kansas City, Atlanta, Seattle, Los Angeles, Miami, Chicago, Boston and New York. Customer service and experience was tested in the following sectors: real estate, furniture stores, fast-food, department stores, bars, electronics retailers, mobile phone retailers, home improvement retailers, coffee shops, banks, gas stations drug stores and grocery stores. |
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Monday, 24 September 2007 |
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Great online customer service doesn't happen with only money or gee-whiz technology. It's about commitment. |
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Monday, 24 September 2007 |
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