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Lessons boil down to finding ways to assist customers rather than shunt them aside, trying harder to smile and being more appreciative of their travel dollars. |
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Thursday, 24 February 2011 |
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Sprint also leads the industry in first call resolution, a key driver of customer service satisfaction. 58% of Sprint customers interviewed in Q4 2010 said their problem was resolved the first time they called, compared to 50% of AT&T and Verizon customers and 52% of T-Mobile customers. |
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Thursday, 24 February 2011 |
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The specifics of bad customer service change as society changes. We think we need people less - I can telecommute! I can shop online! - and so we lose the skills that come from interacting with others. |
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Monday, 24 January 2011 |
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As consumers are becoming increasingly savvy about where they choose to invest their hard-earned dollars, a recent survey shows that advertising isn’t the primary persuasion when it comes to buying decisions. It’s customer service, which 72% of consumers say influences their decision heavily when considering a product or service to buy. |
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Monday, 24 January 2011 |
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Customer self-service systems can be helpful in situations in which customers genuinely do prefer to help themselves. But far too often, these systems are implemented not out of a desire to make the customer experience smoother, but to cut costs. |
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Monday, 24 January 2011 |
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Delivering good customer service requires frontline workers to receive support from co-workers – in effect, a chain reaction of teamwork that is consistent from beginning to end. And the chain of assistance is only as strong as its weakest link. |
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Monday, 24 January 2011 |
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You need to capture the attention of your future customers and keep your current customers. Without consistent excellent customer care, customer loyalty is improbable, especially in this economy where buyers are more cautious. Now more than ever in business, we need to find ways to differentiate ourselves. |
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Monday, 24 January 2011 |
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Companies are beginning to move beyond skills-based routing, matching agents with customers based on more granular characteristics. The results are like a match made in heaven. |
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Monday, 24 January 2011 |
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To my surprise, she described how the Olive Garden measures employee performance (i.e., sales) and other daily business metrics. |
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Monday, 24 January 2011 |
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The Maine Woods Consortium started the employee training programs last year after a survey found building strong customer service skills was the biggest concern for many businesses, according to project officials. |
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Monday, 24 January 2011 |
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