Tagged News
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What ISN'T Said Can Cause Customer Service Failure
July 6, 2011 10:56 AM
Last week I upgraded from an iPhone 3GS to an iPhone 4. Another family member had dropped and broken their iPhone that was not eligible for an upgrade. Thus I was able to cash in on my upgrade and give them my old phone. This necessitated transferring pictures and calendar... more » -
Customers Will Tell 2X Number of People if Upset
May 19, 2011 11:59 AM
The Multiplier Effect Consumers will tell others about their customer service experiences, both good and bad, with the bad news reaching more ears. Americans say they tell an average of nine people about good experiences, and nearly twice as many (16 people) about poor ones -- making every individual service... more » -
Your Customer Service Training May Need New Scripts for Difficult Customers
May 19, 2011 11:40 AM
Common Phrases Are Cringe-worthy Businesses may want to ditch their traditional service scripts. Customers are irked by three of the most frequently-used customer service phrases -- with the Internet generation particularly put off by not getting a quick answer and people 50 and older grimacing over hold music. ... more » -
How to Handle Institutional Complaints
April 27, 2011 12:51 PM
As a customer, have you ever been frustrated by the way a company does business? Case in point would be the times you are standing in line behind 10 other customers at Walmart! As you wait not so patiently, you notice that only 5 of their 20 registers are... more »