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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMER CARE NEWS
Customers Poor Customer Service Paralyzing U.S. Companies
Bad customer service is rarely forgotten. In fact, the experience often gets repeated to friends and family. But on-the-job rudeness, unhelpfulness and inattention to customers are becoming the norm
Wednesday, 06 February 2008
Customers The Loyalty Riddle
Customer loyalty is one of the first things on executives' minds, and certainly first on their lips when asked about top business concerns. Studies indicate that customers will go to a competitor after just one or two bad experiences; there are few barriers to prevent customers switching; and social media have put the power of communication squarely in the hands of the consumer.
Wednesday, 06 February 2008
People Strategies For Dealing With A Difficult Employee
Forty-four percent of employees say they have worked with co-workers who have abused workplace rules and/or regulations, according to a recent study by the Employment Law Alliance. What options are available for business owners or human resource professionals when dealing with a difficult employee?
Wednesday, 06 February 2008
Processes Companies Hate Their Customer Service, Too
Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built.
Tuesday, 05 February 2008
Processes Managing the Employee-Customer Encounter
Drawing from the manufacturing sector and the concepts of six sigma, the service industry has often made attempts to standardize its processes, with disappointing results.
Tuesday, 05 February 2008
Processes All Hands on Deck : Controlling Your Customer’s Experience
In the current environment, the three most important words in real estate, “location, location, location,” may have been replaced by “Know thy lender.” As the mortgage industry shifts-like an economic version of an overactive geologic fault line-it is critical that real estate brokers maintain control of the financing and home-purchase customer experience.
Tuesday, 05 February 2008
People Listen--Really Listen--To What Employees Say
Part of our business is to facilitate employee feedback forums. In these sessions, we have neutral sessions with employee groups about a variety of topics. Then we provide that information to management so they can have direction on actionable items to make meaningful changes in their company.
Monday, 04 February 2008
People How To Find, Evaluate and Train Top Performers
It's important to complete our team with like-minded people who understand the needs of the industry and can offer suggestions and ideas to further the success of the agency. Hiring people who have experience, job skills, personality, willingness to learn and desire to fit in your corporate culture is both an art and a science.
Monday, 04 February 2008
Technology Online Shoppers’ Expectations are Rising
Nearly 70% of consumers surveyed say their expectations about the quality of the online shopping experience increased since the 2006 holiday shopping season. Eighty percent would not return to a retailer’s site after having a negative online shopping experience
Monday, 04 February 2008
Customers Sometimes, Good Service Depends on Customer
While the National Retail Federation's Dan Butler says most retailers do everything they can to satisfy customers, electronics manufacturers prefer to have products go back to them so they can better track problems with their products. "Most policies are very, very liberal, but with electronics they are more stringent because it's so competitive," he says
Friday, 01 February 2008


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