customer satisfaction

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Correcting Course: Saving Cases That Are Going Sideways

"That is why, no matter how desperate the predicament is, I am always very much in earnest about clutching my cane, straightening my derby hat and fixing my tie, even though I have just landed on my head." - Charlie Chaplin [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" Keep Reading...

Business, Customer Support Best Practices|
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Setting the Standard: When a Product Malfunctions

A lot of discussion on customer service centers around the warm, fuzzy subjects of how we can make our customers feel connected to us, feel our devotion to them, how we can establish relationships with them that convey, "Hey, when things go south, don't worry, we'll be here for you".  But what about when things Keep Reading...

Customer Support Best Practices, Setting the Standard|
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How Aware are You?

We talk all the time about how broad the demands on customer service are today.  There are so many channels that customers utilize to reach out to us through.  But if we are only monitoring the obvious social media channels, we're missing great opportunities to shine. [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" Keep Reading...

Business, Customer Support Best Practices, Setting the Standard|
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What do Customers Really Want?

As you read through articles about customer service, there are endless lists of things that customers want from companies when they interact with them.  But if we distill everything down to a single desire, what customers really want is an easy interaction.  If they need advice, they want to obtain it easily.  If they want Keep Reading...

Business, Customer Support Best Practices, Setting the Standard|
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What’s the Right Choice?

Every day we encounter case after case that require straightforward resolutions. But every [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Image courtesy of Mattes once in a while, a more convoluted case will pop up that pits our Keep Reading...

Business, Customer Support Best Practices, Employees, Uncategorized|
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How to Right the Ship

Not every company begins with a laser focus on customer service. Some have added a customer service component in response to growth rather than in anticipation of it. Still others have an aggressive growth strategy that encouraged cost containment via a lack of a full-fledged service department or plan. In these and many other situations, Keep Reading...

Best Practices, Business, Customer Support Best Practices, Help, Uncategorized|
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Don’t Be the Dead End

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Photo courtesy of Vaikoovery Have you had this happen to you? You call a company with a need to have a problem rectified. You roll the dice and Representative X takes Keep Reading...

Best Practices, Business, Customer Support Best Practices, Uncategorized|
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Case Study – Hello? Part 2

Last week we took a look at a case study involving Gavin and his attempt to secure new phone service. This week we'll break down the problems of the call and discuss solutions for each of them. The over eager representative Gavin’s first representative was kind and had a strong desire to be helpful. However, Keep Reading...

Best Practices, Cases, Help, Uncategorized|
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Your Standard for Satisfaction – Is it Working?

When you and your team are developing guidelines and parameters for solutions to customers’ needs, whose standards are you measuring by? It’s very easy to begin shaping these standards with the intention of keeping the customer happy, but it’s very easy to become distracted by other issues, like cost.  While profitability is what will keep Keep Reading...

Best Practices, Business, Cases, Customer Support Best Practices, Help, Setting the Standard|
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