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While businesses dare not say that aloud, customers have little trouble getting that message when things go wrong. They see it in inattentive clerks. They hear it in unreturned phone calls. And they feel it in inflexible corporate policies. |
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Monday, 06 November 2006 |
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It's the season for many employee performance reviews. Why do they seem to rank alongside root canal dental work on our list of things we look forward to as managers and employees? And what are we doing about it? |
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Monday, 06 November 2006 |
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There are about 130,000 home-based customer service agents in the United States, and that is expected to grow to well over 300,000 by 2010. |
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Monday, 06 November 2006 |
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There's an oft-heard slight in professional realms: "Those who can't do, teach." If taken seriously, this notion would leave marketers lost in their attempts to build consumer loyalty. |
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Friday, 03 November 2006 |
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To ensure good customer service, HR professionals are helping to define and establish the behaviors employees must model. |
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Friday, 03 November 2006 |
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Companies see green in this graying generation's attitudes and outlook on life. |
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Friday, 03 November 2006 |
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Build a culture where individuals are expected to take responsibility, seek solutions and take action by asking the right questions of them. |
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Friday, 03 November 2006 |
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A recent survey showed that while gas prices have increased by a third and electricity prices by 13.7% over the past year, satisfaction scores among consumers have fallen. |
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Friday, 03 November 2006 |
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Holiday Inn President Mark Snyder has figured out what he needs to do for his customers, and what he doesn't. That balancing of costs and benefits is exactly how companies should approach their spending on customer service. |
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Friday, 03 November 2006 |
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Consumers have the space program to thank for smoke detectors, invisible orthodontic braces and football helmet padding. One day, they may thank the security and intelligence-gathering industry for better customer service. |
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Friday, 03 November 2006 |
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