Ian Miller 
The A-Z of Customer Relationship Management Learn the CRM jargon and the most commonly used buzzwords. Analytical CRM Analytical CRM uses Business Intelligence (BI) and data mining to report on and predict customer behavior. Back Office Administrative staff of a company who do not have face-to-face contact with the company’s customers such as operations, IT … Read more
CRM may or may not prove to be the answer to providing excellent customer care, but the philosophy of putting customers at the heart of our business is definitely a step in the right direction.
Sounds like a strange question, but you would be amazed to learn how many companies implement new CRM technology without first considering the question “Do we know our customers? All of them?”.
Time management, although a skill which can be learned, is one that involves organization and a good work ethic. Learn more in this article.
The Customer Service Supervisor plays a key role in the management of the customer service department. Duties of the Customer Service Supervisor can vary from one organization to another but supervisors are often responsible for the smooth running of the customer service operation. They may be responsible for the supervision of Customer Service Representatives (CSRs) … Read more
These days most organizations have a customer service policy. This is because customer care is becoming more important as companies strive for better customer engagement.
Predicting how customers will behave is a challenging business. This is because there are a number of important variables.
You may be interested in a customer service Job description from two points of view. Firstly, you may be an employer who wishes to fill a customer support role. Secondly, you may be a prospective employee searching for a position in customer service. Let’s look at the first requirement. As an employer, it is important that … Read more
In today’s complex business world, a company must ensure it has the right systems in place for managing customers. Here we define what is meant by Customer Management.
Customer service is often seen as an activity, performance measurement and a philosophy. That is why generally speaking, one single customer service definition does not exist. Let’s give it a shot anyway.
Roles and responsibilities of a Customer Service Advisor. This important job position is responsible for interacting with customers and providing information in response to product or service enquiries. The customer service advisor communicates with clients in variety of ways; by telephone, by e-mail, fax, snail mail or face-to-face. Some will spend most of their day … Read more
Love them or loathe them, here are some of my favorite customer service buzzwords for you to use and enjoy.
At the heart of great customer service is the way we interact with our customers. It will come as no surprise to hear that we don’t always get those interactions right. In my opinion, what we need is a distinct skill set that can be applied consistently throughout the service industry.
In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority. The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”. It says that is committed to improving all aspects of … Read more
Making a good impression on the telephone phone is not that difficult. Here are 7 customer service phone tips to help you succeed.
68% of customer defection takes place because customers feel poorly treated. Source: TARP It can cost five times more to buy new customers than retain existing ones. Source: TARP 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years. Why customers quit: 1% die 3% … Read more
In today’s high-tech world, the one communication tool that remains a constant is the telephone. Here are my top 12 tips for telephone customer service.
Getting into the customer service industry after school or college or even after a spell away from the workplace can be a daunting prospect..
how does an organization take a customer centric approach to it’s strategy? Here are five key steps to implementing a customer centric model and achieving customer centricity for your business..