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So it’s always been curious to me that these two industries have such different views of customer service. We even call them different things: our welcomed “guest” is the airlines’ nameless “passenger.” |
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Monday, 14 August 2006 |
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Consumers are turned off by automated phone services and being put on hold, according to a new study. |
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Monday, 14 August 2006 |
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It's a fine line between keeping up a solid relationship with your customers and potential leads and inundating them with sales calls and marketing materials that eventually annoy them so much they vow never to do business with you again. |
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Monday, 14 August 2006 |
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In the 2004 political season, offshore outsourcing — the practice of hiring lower-paid service workers in places like India to carry out tasks previously done by higher-paid American workers — became an important issue. (Free registration required to view entire article) |
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Monday, 14 August 2006 |
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Once upon a time, unhappy customers had little leverage against big companies and their poor customer-service procedures, but now complaining on the Internet brings action via some new approaches. |
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Monday, 14 August 2006 |
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After fielding a barrage of calls from regional managers this summer, Steve Keyes, human-resources officer at Nationwide Mutual Insurance, faced a quandary: what to do about exposed midriffs in the office. |
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Friday, 11 August 2006 |
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TD Banknorth is among the banks working to improve answers to common customer queries. The first step is updating the questions themselves. |
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Friday, 11 August 2006 |
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Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company. |
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Friday, 11 August 2006 |
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Whether a company acts ethically is a significant factor in the average American's willingness to work for an employer. In fact, more than one in three employed Americans have actually left a job because they disagreed with a company's business ethics. |
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Friday, 11 August 2006 |
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Resilience is a key concept for doing well on the job. |
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Friday, 11 August 2006 |
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