customer-service
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28 January 2010
Posted in
customer-service
By changing a few words, you can turn a bad customer experience into a great one.
We all have little things that drive us nuts. Here's one of mine - the phrase "You'll have to."
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21 October 2009
Posted in
customer-service
The call center business is a growing multi-billion dollar endeavour worldwide. The term call center almost brings with it images of outsourcing and foreigners manning lots of telephones.
While this is not necessarily wrong, it isn't the full story of what a call center is. They are about much more than just answering telephones.
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21 October 2009
Posted in
customer-service
We now knowthat building Customer Loyalty is key to success in any organization. The philosophywas first articulated by Fredreich Reicheld
who studied the relationshipbetween three factors - customer satisfaction, customer loyalty and profits. (Bain & Company). He statedseveral facts that seem glaringly clear now, but until then, had not beenclearly stated.
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18 August 2009
Posted in
customer-service
In an era of Internet commerce, it’s an unsurprising phenomenon that we expect the vast majority of our interactions with customers to happen in an online environment.
The expectation is that people will send an email, contact us through support forms or simply place an order. But it’s still an inevitability that things might not work just right!
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