The Ultimate Customer Service Experience?

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.

5 Easy Steps to Getting Your Complaints Resolved

Too few of us complain so most organizations believe they provide awesome service. Here are 5 ways to get your complaints resolved.

The Customer Is Not Always Right!

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.

The Purpose of a Company is to Create Customers

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?

Listening to the Voice of Your 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.

TeamSupport Grab Stevie Award for Customer Service

Customer service software firm hit the sales and service grade.

5 Ways to Court the Customer as Your Valentine

Chip Bell shares five simple strategies to show your customers you care this Valentine’s Day—as well as throughout the year..

Telephone Customer Service

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.

AsiaInfo Nominated In Telecoms Awards

Cloud-based RTSS solution shortlisted in new global awards.

How to Score Customer Loyalty Surveys

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..

6 Ways to Link Quality Improvement to Customer Service

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.

Contact Centers Still in the Quality Monitoring Dark Ages

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.

Social Media Makes Banking Social Again

With bank branches closing each week, “Banking is no longer a place you go, it’s simply something you do.” Retail banking has had to evolve considerably over the last few decades. Banks used to have it relatively easy – customers were loyal, local and trusting and kept the same bank account for their whole life. [...]

Jay Manangan suggests 5 long-lasting benefits of good customer service..