Communicating with Customer Focus

What you say as a Customer Service Professional is key to increasing customer satisfaction. This article focuses on what you should say..

Hard Skills, Soft Skills

Call centres, contact centres, help desks, etc., not all are bad. Likewise, not all are good..

What is Customer Service Software?

Customer service software enables an organization to manage and track customer relationships and provide customer support. Learn more in this article..

When it comes to setting out on your quest to find a job as a Customer Service Manager, it pays to construct a professional looking resume. Not only will a good resume capture your skills and experience on paper for your prospective employer to consider; it will give you a real confidence boost by reminding [...]

Customer Service Improvements Result in Increased Satisfaction. IRIS Accountancy Practice Solutions (APS) today announced that the results of its new customer satisfaction survey saw a 60 percent improvement in 2009. The company’s Net Promoter Score (NPS), an internationally recognised methodology that measures customer satisfaction and company performance, leapt from 29 points in April 2009 to [...]

Airline Staff Get Bonus for Helping Customers

American Airlines pay USD 150 performance bonus..

The ninth annual National Customer Service Awards took place at the Grosvenor House Hotel in London, England. The atmosphere was electric! Given the current economic climate and all the doom and gloom surrounding the credit crunch, the Customer Service Awards 2008 were a great opportunity to boost morale and recognise the positive achievements within the [...]

When Giving Service, Give It Cheerfully

Customer service – especially when it is delivered both professionally and consistently – will beat price both as a customer retention and as a customer attraction tool just about every time. But customer service is not always what its name would imply..

It’s Not Your Father’s Customer Service Anymore!

Tell me about your employees who are 25 years of age and younger” is a favorite question of mine during one of my workshops, “Communicating and Managing the X and Y Generation Employee..

Getting Customers to Love You

When I was at Lands’ End, Fortune Magazine did an article on us called, “Getting Customers to Love You.” The big revelation about why we were loved was that we could be counted on..

Getting Back to Basics: A Customer Service Tale

If your company is really about customer service, you do not want to stop providing service to customers just because they decide not to do business with you..

Customer Service Cartoons by Jerry King

Jerry King customer service cartoons to lighten your day!

J.D. Power and Associates has recognized AmerenUE for customer satisfaction excellence as part of its Certified Call Center Program..

Customer service expert Shep Hyken comments on a recent J.D. Power and Associates customer service survey..

American Express Leads in Customer Satisfaction

American Express has come top of the list of credit card companies that gave the greatest satisfaction to customers..

Following a year of falling ratings, the American Customer Satisfaction Index (ACSI) has made its first gain in a year..

Airline Customer Satisfaction Down

According to a University of Michigan report, customer satisfaction with U.S. airlines has dropped to its lowest level since 2001..

50% Vendors Tie Pay to Customer Satisfaction

A new national study conducted by the Gantry Group LLC, Linking Customer Satisfaction & Compensation, reveals that 92% of providers of technology solutions and technology-based services have active or planned initiatives in place to align customer satisfaction metrics to employee compensation. The primary objectives for companies implementing customer-centric compensation programs are to align employee behavior [...]

Research from the Professional Planning Forum shows that only 11% of centres use advance routing options with a tactical or strategic approach. While 76% of Call Centre Resource Planners believe they have a fair or good understanding of routing options, only 37% of respondents (approximately 1 in 3) felt that they were even close to fully using [...]