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Have you ever received poor service from someone you expected should be helping you as part of his or her job? The answer is almost certainly "yes." And, if you're like most people, you have probably also experienced the frustration of working with someone who made your own job more difficult. In both cases you may have wondered, "Why don't they just fire this person?" |
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Wednesday, 07 November 2007 |
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Over the last few months, I’ve written a lot about selecting a home-based call center partner, what features and functionalities to look for, and how to know when it is time to consider outsourcing. These topics have spurred some great conversations and I’ve enjoyed getting to know more readers. And yet, I’ve realized there is one basic question I’ve failed to address. |
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Wednesday, 07 November 2007 |
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Many employees fall victim to the "Grass is Greener" Syndrome. According to Salary.com's 2006/2007 Employee Job Satisfaction and Retention Survey, 62 percent of employees plan on looking for a new job in the next three months. Dissatisfied employees have cited a variety of reasons for their desire to leave their company, including lack of opportunity for advancement, no recognition for achievements, insufficient benefits and even boredom. |
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Wednesday, 07 November 2007 |
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A great customer experience is one of the most important elements in today’s shrinking world, where customers have infinite choices at their disposal. Customers simply expect more than just a good product or a low price; they expect to be treated well. By providing an excellent customer service experience consistently, companies can win and retain the loyalty of their clients. |
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Wednesday, 07 November 2007 |
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The various studies J.D. Power and Associates conducts in the mortgage industry find that satisfaction is enhanced through different lender-based practices. Regardless of the process or the methods used, the highest customer satisfaction levels are still based on the skill level of the lender's staff. |
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Wednesday, 07 November 2007 |
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Employee engagement can lead to superior financial performance as companies that increase employee engagement levels can rightfully expect to improve their subsequent financial performance, according to the latest WorkAsia research. |
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Wednesday, 07 November 2007 |
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In a world where technology is advancing at the speed of light and the volume of information doubling every few years, we as human beings are just as rapidly tuning out the information clutter overwhelming our lives. We are starving for a new kind of communication that authentically connects us to ourselves and to one another. Proof is all around us. |
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Wednesday, 07 November 2007 |
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What's the state-of-the-art of customer service e-mail? To find out, we sent out hundreds of customer service questions and requests via e-mail. We've e-mailed everyone–from Fortune 500s to ma-and-pa companies, from public corporations to nonprofits and government agencies |
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Monday, 05 November 2007 |
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Have you ever noticed that Thanksgiving dinner is the ultimate in service experiences? From the strategic planning of the "operation" right down to "delivery and implementation," each step is carefully thought out with the "customers'" satisfaction as the primary goal. Here are three ways you can apply Turkey Day planning to creating the ultimate customer experience |
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Friday, 02 November 2007 |
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When I got my new Dell laptop, I couldn't wait to turn it on and start using it. But first I had to spend an hour on the phone with my Internet service provider because the new computer wasn't compatible with my wireless modem. Then I had to spend two Saturdays in a row on the phone with Dell customer service trying to figure out why the computer shut off and started beeping if I left it on for too long when plugged in. |
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Wednesday, 31 October 2007 |
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