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Progressive companies emphasize commitment to customer service from the top down by establishing training standards and continuously monitoring customer satisfaction. Companies that fail to implement an effective customer service program actually do a disservice to their customers and unknowingly leave the back door open to their competitors. |
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Wednesday, 22 November 2006 |
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The customer service that's giving retailers their robust sales numbers is more complex than the perfunctory "How may I help you?" of yesteryear. Today, retailers are responding to customer demands on many levels, from making the store an inviting destination to restocking shelves regularly and stocking the right mix of products. |
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Wednesday, 22 November 2006 |
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Some employees just phone it in. And that seems to be a good thing. |
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Wednesday, 22 November 2006 |
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There is a lot of hype around this technology, but from a user perspective, voice over IP is getting a less-than-stellar reputation. |
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Wednesday, 22 November 2006 |
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Banks must focus on listening to their customers and tweaking their services to help improve retention and cross-sell initiatives; a study says that Wachovia leads in online banking satisfaction. |
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Wednesday, 22 November 2006 |
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As sure as death and taxes, one more thing you’re likely to experience before you die is poor customer service. To be fair, most of us at one time or another are poor customers. And our poor attitudes are often directed at people making far less than we do. |
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Tuesday, 21 November 2006 |
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Baby Boomers have a strong online customer presence, but companies must pay attention to factors aside from age to get the full picture of this cohort. |
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Tuesday, 21 November 2006 |
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There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service. Keep in mind, however, they’re just that: tools to help the agent. |
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Tuesday, 21 November 2006 |
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While much of the current wave of merchandising is focused on Ajax-based product detail panes and interactive imagery, rest assured that there is another wave just over the horizon that will bring new changes. |
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Tuesday, 21 November 2006 |
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Workers spend too much time sending and receiving emails, with PDA users the most overwhelmed group, according to a new study |
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Tuesday, 21 November 2006 |
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