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.
Do you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? A recent article in The Street pointed out that, on average, adults in the U.S. spend about 364 minutes every year placing calls to report complaints..
When a good customer suddenly becomes an ex-customer, the cries of dismay in many banks are loud: How could something like this happen? In most cases, there are warning signs – but the task of automatically spotting them so far been virtually impossible..
Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, [...]
Read about the latest trend of customer service “gamification”.
Creating a culture of service within your organization is vital..
Customer feedback is the one thing that gives a business a clearer view of how it is doing. Learn how to analyze customer feedback in this article.
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 [...]
TV Documentary Sheds Light on Nightmare Customers.
New Freshdesk survey shows 75% of respondents have personally ended relationships with a company due to poor customer support.
It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity.
Is it ever appropriate for a business to “fire” a customer?
Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.
According to research by BT, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to customer satisfaction, employee productivity and cost-reduction for contact center operators.
Customer acquisition and development is a costly business. In this article we look at the true value of customer loyalty.
“The Customer is Always Right” was once a standard policy . In these difficult times, can we turn back the clock?
New resources unveiled to help customers this winter.
Kent based car insurance company wins place in all four categories. Chaucer Direct has secured a place at the Top 50 Companies for Customer Service awards. The Kent based car insurance company won a place in all four categories: phone, e-mail, social media and online chat. Chaucer Direct is one of only 5 companies in [...]
Making a good impression on the telephone phone is not that difficult. Here are 7 customer service phone tips to help you succeed.
