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The meetings don’t have to be stressful to be constructive. These tips will show you how. |
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Wednesday, 01 September 2010 |
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How South Florida workers in high-pressure jobs deal with difficult customers, stress. How do they avoid a meltdown when a customer just can't be satisfied? |
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Wednesday, 01 September 2010 |
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Our research shows that customers who attempt to self serve, fail, and are forced to pick up the phone are 10% more likely to be disloyal than those customers who were able to fully resolve their issues in their channel of choice. |
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Thursday, 19 August 2010 |
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Customer service can never be reinvented. Instead, Kolsky told attendees, customer service merely adapts to new models that keep customer satisfaction high and company costs low. To that end, there are five major trends in the customer service industry: |
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Thursday, 19 August 2010 |
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For nearly 30 years, S. Larson has signed his or her name to thousands of customer-service letters that have been sent to Citibank customers. But the person behind the signature remains a mystery, according to The Wall Street Journal. |
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Thursday, 19 August 2010 |
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The survey also found nearly half of employers currently communicate through Facebook, instant messaging, and Twitter. |
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Thursday, 19 August 2010 |
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In today's fiercely competitive marketplace, you must take full advantage of each customer interaction. This means developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. Very simply, it means getting the customer experience right. |
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Thursday, 19 August 2010 |
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The latest fee on the table would have passengers charged for asking a Spirit employee for help. Yes, a charge for customer service. |
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Thursday, 19 August 2010 |
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Firing an employee in the heat of the moment, without any documentation of poor performance or attempts to help them do better, or legal consideration, is rarely justified and can go wrong in a number of ways. |
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Thursday, 19 August 2010 |
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A good self-service system should offer many exit strategies. If one type of self-service can’t help a customer, it should provide exits to other types of customer service. For example, an IVR system should have a clear method for getting to a human customer service rep. |
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Thursday, 19 August 2010 |
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