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In today's fiercely competitive marketplace, you must take full advantage of each customer interaction. This means developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. Very simply, it means getting the customer experience right. |
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Thursday, 19 August 2010 |
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The latest fee on the table would have passengers charged for asking a Spirit employee for help. Yes, a charge for customer service. |
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Thursday, 19 August 2010 |
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Firing an employee in the heat of the moment, without any documentation of poor performance or attempts to help them do better, or legal consideration, is rarely justified and can go wrong in a number of ways. |
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Thursday, 19 August 2010 |
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A good self-service system should offer many exit strategies. If one type of self-service can’t help a customer, it should provide exits to other types of customer service. For example, an IVR system should have a clear method for getting to a human customer service rep. |
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Thursday, 19 August 2010 |
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When that JetBlue worker rode an emergency chute straight into 'I quit,' a lot of working stiffs were right there with him. There are reasons why some handle stress better than others. But everyone can learn to defuse. |
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Thursday, 19 August 2010 |
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Customer service is being touted as a lot of things these days - "the new marketing," "the new CRM," even "the new sales." That's all well and good, but many customers just wish customer service could be "the new, actually functional customer service." |
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Thursday, 19 August 2010 |
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It was found that more than 50% of UK workers think they would be more productive if they were able to share in their company's profits, while over a third said they would work harder if earnings were linked to performance outcomes. |
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Thursday, 19 August 2010 |
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The 72-year-old Schultz now had written two checks totaling more than $1,000. Sears said it would refund his money. Two weeks went by and nothing happened. |
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Thursday, 19 August 2010 |
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“I talked to a couple of people just last week who complained to me that the employees in the Clerk’s Office were very rude to them when they went in to pay their water bills. Some of them were even belittled for not being able to pay their whole water bill, and I think that this is just unacceptable,” said Scott. |
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Thursday, 19 August 2010 |
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The mistakes and pitfalls of CRM’s early days are now legendary. Companies rushed to embrace CRM technologies, only to discover that automation couldn’t fix broken business processes, absent strategies or bad data. |
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Thursday, 19 August 2010 |
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