Check out a recent article on CustomerThink about having customer service/customer experience teams actually live the real customer experience that is delivered by your company The basic premise is that to deliver a great customer experience and truly understand the process, every employee needs[...]
The other day, we wrote an article on how to use script compliance measures to avoid publicly embarrassing mistakes for your company and your employees This conjures up thoughts about the latest Comcast Cable debacle that has played out publicly, like a fast moving fire, through the use of social[...]
According to a recent study, conducted by Harris Poll on behalf of ClickSoftware, which polled 2,051 US adults, they're mad!Take a look at these stats Due to their frustrations around poor customer service: 35% of those surveyed said they have cancelled their service or stopped using that brand[...]
Most companies and employees know and follow the cardinal rule of customer service—be polite But customer service can go much further than just a smile and a “thank you” to retain customers One simple tip to follow is to use a positive tone Again, this goes beyond general niceties Instead of[...]
Mining calls for key words and phrases will help you discover an incredible amount about your customers, what makes them tick, what makes them buy, why they're unhappy, and what will make them more happy This presentation includes a lot of good statistics on customer actions and preferences, which[...]
In business report cards can still exist This happens in the form of things like the customer service analysis tests that are run In these types of reports, the information being received details a lot about the operation of the business Satisfaction They always say that the customer comes first[...]
This is a great article on customer service tips and approaches for 2014 Numbers 1, 10, 23 and 24 are my favorites, and are all achievable by simply monitoring current customer conversations, extracting insights, and making adjustments/improvements to your company’s approach to listening to,[...]
When people actually pick up the phone and call you, (in today’s web and social media friendly world), there’s usually a strong reason Unless your business’ main target market is an older and more mature one, a phone call is a big deal Either it means that your customer[...]
One of the many benefits of call monitoring is the ability for customer service analysis Finding out how your customers are treated, how they react to special services, and how well your staff handles customer complaints are all detrimental to your business’s success Building usable[...]
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