Service Untitled

FEBRUARY 17, 2009

Service Untitled The blog about customer service and the customer service experience. Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

JULY 15, 2009

Service Untitled The blog about customer service and the customer service experience. The department has about 5 employees and a relatively simple, but also important job within the company’s broader customer service department. After I met with the employees, I took their ideas and feedback back the drawing board.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

APRIL 2, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume?

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MAY 15, 2009

Service Untitled The blog about customer service and the customer service experience. Even though something like this seems out of place on a blog about customer service, a physically inviting workplace leads to employees feeling more comfortable and relaxed. Therefore, it’s relevant. No related posts to display.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience. If employees are walking around screaming or cursing, that’s obviously going to distract customers and lead them to form negative impressions of your company. Employees speak properly. The environment is respectable.

Hotels 41

Hotels Exercises Policies CRM 41

Service Untitled

JUNE 22, 2009

Service Untitled The blog about customer service and the customer service experience. The situation I kept coming back to and thinking of was the classic example of a customer asking a waiter or waitress what they would recommend on a menu, what they think of a particular item on a menu, or something similar.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. Watch criticism, review feedback, and pay attention to marketing successes and failures.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

SEPTEMBER 15, 2009

Service Untitled The blog about customer service and the customer service experience. Employees that aren’t happy to see customers (rude, disaffected, unhappy, etc.) The four examples above are good examples of broad categories of customer service frustrations. What are your customer service pet peeves?

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

APRIL 28, 2009

Service Untitled The blog about customer service and the customer service experience. The idea is that the companies can power some of their service with their customer communities. A lot of customers like seeing the people they work with and checking out the company’s offices or facilities. Offer tours.

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Escalations are usually from angry/vocal/important customers who are having a problem and are going “up the chain&#. Staying in touch with the customers. There are a couple of different views on this. Focusing on management.

Policies 40

Policies Exercises Travel CRM 40

Service Untitled

SEPTEMBER 10, 2009

Service Untitled The blog about customer service and the customer service experience. It is always important and never more so in today’s tough economy to make sure customers know unmistakably that you never take them for granted. Research tells us that only 4% of disappointed customers will even bother to complain!

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

MARCH 24, 2009

Service Untitled The blog about customer service and the customer service experience. I did go to Disney on Saturday and here is my blog post about my experience. The Cast Members probably get asked the same questions over and over again, but from my experience, they answered the questions with a smile.

Exercises 40

Exercises Travel CRM Customer Service 40

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. Possibly Related Posts: The cost of poor customer service Genesys Lab in conjunction with Datamonitor/Ovum calculated a 338.5

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

FEBRUARY 26, 2009

Service Untitled The blog about customer service and the customer service experience. I write about working with angry customers fairly regularly and have a category devoted to it , but it is still a challenge to work with angry customers. How do you work with that customer? Provide a plan of action.

Exercises 41

Exercises Tips Customers Customer Service 41

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. These companies generally don’t place a huge emphasis on phone-based customer service and want to reduce the cost of the customer service they provide. email, web, etc.). email, web, etc.). for October as I write this!).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Service Untitled

APRIL 16, 2009

Service Untitled The blog about customer service and the customer service experience. The fact that I was a first time customer didn’t matter. I’ve never liked minimum service charges because I think they scare off potential (first time) customers. Customer service is one of the many topics.

Advertising 40

Advertising Policies Case Study Company 40