Recent reports on charges levied by a range of service providers, especially banks, provide some interesting food for thought. The Which! Survey suggested that some providers are making money from customer contact centres, leaving customers waiting for several minutes in a queue, with little transparency as to whether callers are ringing a free number or [...]
Customer issues often present a challenge to turn unhappy clients into satisfied and loyal customers. The following pointers will help you handle the issues more efficiently..
Imagine you are having a rough day on the ski slopes. You’re a new snowboarder or skier. Suddenly, a Vail Resorts employee glides along side of you.
Too few of us complain so most organizations believe they provide awesome service. Here are 5 ways to get your complaints resolved.
The guiding principle behind good customer service is usually summed up in this phrase – ‘The customer is always right.’ But if you’ve ever handled customer service issues before, you know this isn’t exactly true.
Peter Drucker is credited with the idea that the purpose of a business is to a create customer. Is the purpose of your business to create a customer?
Your customers are talking. Are you listening? Can you? Traditional CRM analysis exposes only 20 percent of the valuable customer insight that your company captures today.
Customer service software firm hit the sales and service grade.
Chip Bell shares five simple strategies to show your customers you care this Valentine’s Day—as well as throughout the year..
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.
Employees support local Prince’s Trust initiative.
Cloud-based RTSS solution shortlisted in new global awards.
This article discusses the development of an internal scoring index that can be used by survey companies administering customer satisfaction surveys, customer loyalty surveys, or surveys that measure both satisfaction and loyalty..
Digital marketers urged to improve online customer feedback.
Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centers in the cloud..
Based on ASQ’s Global State of Quality Research: Discoveries 2013, Customer Service Managers can enhance the pay-off of corporate quality initiatives by providing Voice of the Customer, revenue and word of mouth impact estimates and proactive customer education services..
The organizational design of your CRM solution is the single most important aspect of ensuring a quality customer experience.
The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on quality monitoring (QM) technology to be $141 million across Europe.
A few years ago I received a call from the President of a company operating a customer service group whose primary responsibilities included taking orders from customers as well as field sales reps on behalf of their best customers.
