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For the vocal, dissatisfied customers who reach out for support, customer service representatives may be able to "recover" a customer's good opinion by politely and empathetically apologizing for the problem, giving refunds or providing another quick fix. This is an expensive way to deliver quality service, and ultimately fails to address the much larger group of customers who don't bother to call with their problems. |
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Wednesday, 19 April 2006 |
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Everybody talks about good customer service. How can workers make it happen?
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Monday, 17 April 2006 |
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But if you’re running a business, whether it’s a corner store or a multi-product multinational, we’d say there are three key indicators that really work: employee satisfaction, customer satisfaction and cash flow. |
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Monday, 17 April 2006 |
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With the convenience of e-commerce comes a trade-off: lack of personal customer service. Phone numbers sometimes are hard to find, if they are there at all. |
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Monday, 17 April 2006 |
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U.S. companies that are serious about Mexico must realize it will be in their best interest to migrate their higher-end Spanish-speaking customer service work to Mexico over the long term. |
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Friday, 14 April 2006 |
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The major banks are making big changes to increase their popularity ratings but don't expect them to do what most customers want - cut fees. |
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Friday, 14 April 2006 |
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Today I witnessed a customer service miracle in action. It was then that right before my eyes a customer service miracle occurred. |
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Thursday, 13 April 2006 |
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In a recent survey, 90.4% of respondents said customer satisfaction is the leading driver for implementing services such as remote control, chat and collaboration, while 94.4% named customer satisfaction as the primary driver for self-service. |
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Thursday, 13 April 2006 |
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An agreement was reached Sunday night less than three hours before a threatened midnight strike between the Communications Workers of America Local 3204 and about 11,000 Cingular Wireless customer service employees in nine southeastern states, including Florida. |
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Wednesday, 29 March 2006 |
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The report shows Expedia leading and Travelocity gaining ground in the competition for online bookings, while at the same time consumers are less satisfied generally with the experience provided by hotel and lodging sites. |
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Wednesday, 29 March 2006 |
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