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Corporate mantras don't always translate to where it really matters: the "moment of truth" when the customer actually comes in contact with the employee who has been challenged to "live" the company's brand promise. |
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Wednesday, 21 April 2010 |
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So what makes a good customer turn bad? If customers are treated rudely or made to wait for an inordinately long time, they can feel as though they are not valued and that their self-esteem has been wounded. |
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Wednesday, 21 April 2010 |
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When she tried to ask some questions about the transaction, they directed her to a live online chat that was mocked up to look like a real eBay customer service chat. |
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Wednesday, 21 April 2010 |
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For the past 20 years, companies have struggled to find the right balance between cost-effective, technologically-enabled approaches to customer service and person-to-person contact. While personal approaches have advantages for many people, they require much more training, reduce consistency, and cost more. |
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Wednesday, 21 April 2010 |
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Comcast Corp. is reorganizing its Northern California customer call centers by closing one in the East Bay and seeking to entice more customer service representatives to work from home. |
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Wednesday, 21 April 2010 |
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It’s no secret that customer service representatives for many companies often record you when you’re talking with them “to ensure quality assurance,” among other reasons. So why not do it yourself to create a record of what was agreed on during the call? |
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Wednesday, 21 April 2010 |
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Should you answer the phone when it's ringing off the hook and ask the customer waiting in line to be patient while you answer the call? Or, should you give priority to the customer standing in front of you and let the phone ring? |
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Wednesday, 21 April 2010 |
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Consumers continue to expect superior customer service experiences, with 33% of survey respondents choosing "addresses my needs on first contact" as the top customer service attribute, up slightly from the 2008 pre-recession research. |
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Friday, 09 April 2010 |
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So aside from taking important, albeit demanding, customers even slightly for granted, here are some other ways you can be assured of losing business: |
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Friday, 09 April 2010 |
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The following are the four types of information that your business should capture to form the foundation of the organizational memory: |
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Friday, 09 April 2010 |
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