Service Untitled

JULY 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Hospitals need better customer service to help patients Cheryl July 26, 2010 Angry Customers , Customer Satisfaction , Customer Service , Customer Service Experience 1 Comment An appendicitis attack landed my friend Linda in the hospital a few months ago.

Hospitality 41

Hospitality Customer Service Representative Insurance Social Media 41

Service Untitled

AUGUST 26, 2010

This was an interview I was excited a lot about because I’ve written about American Express a number of times and in pretty much any customer satisfaction or customer service ranking, American Express makes the list. Question: Is the Fort Lauderdale call center the main American Express customer service center?

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

Service Untitled

OCTOBER 7, 2010

In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally.

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

Service Untitled

SEPTEMBER 22, 2010

We want to be sure we are empowering our professionals, providing the environment, training and support to empower them to leave a positive, lasting impression on our customers and effectively serve them. Answer: We have ten Customer Care Principles.

Call Center 41

Call Center Customer Care Training Exceptional Customer Service 41

Service Untitled

SEPTEMBER 10, 2009

Research tells us that only 4% of disappointed customers will even bother to complain! Great service leaders show the same gratitude to employees they expect them to show to customers.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

FEBRUARY 17, 2010

About philosophy – Philosophy of service could be the difference between a call center and dedicated teams to particular customers or industries. Finally, things are always changing so it is important to periodicaly re-evaluate how customer service is done and make proactive changes.

Meeting 41

Meeting Poor Customer Service Social Media Resources 41

Service Untitled

OCTOBER 21, 2009

Larry Streeter - VP Customer Support said: Oct 26, 09 at 8:09 am Great article on what is, next to customer satisfactions scores, the most effective measurement of your call center performance! for October as I write this!).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Service Untitled

SEPTEMBER 3, 2010

This information is important because we adjust each customer care professionals’ incentive plan based on the customer’s feedback. So technology is providing relevant information so the customer care professional can focus on the conversation with the customer and on providing outstanding service.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

Service Untitled

APRIL 6, 2010

One Response to “Improving customer service telephone manners&# Suzy Meriwether said: Apr 08, 10 at 10:19 am I agree with you, and I’m happy to report that most of my recent expsriences with call center agents, including ones from my Telecom company, have been pleasant. Am I a happy cusotmer with E*Trade?

Customer Service 41

Customer Service Customer Service Representative Airlines Exercises 41

Confirmit

MAY 29, 2018

Implement a customer satisfaction survey using the NPS scale and the “Why” question. Calculate the percentage of customers who answered 9 or 10 on the questionnaire (your Promoters). Calculate the percentage of customers who answered 0-6 on the questionnaire (your Detractors). Harvard Business Review Press ).

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40