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April 25, 2012

Shai Berger and 3 other people answered this question

What are your thoughts on 'virtual hold?' Do you use them as a customer? As a service tactic?

I've worked in this industry for a number of years and have heard many good stories about Virtual Hold deployments. They pioneered the space and still dominate it.
The one downside to their product is that it requires on-premise integration with the call center. This ... more

Call Center Technology

Contact Centers

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March 10, 2011

Bob Gately and 4 other people answered this question

It seems so simple, but so many businesses fail: How do you keep your customers happy?

“How do you keep your customers happy?”
If we keep our customers happy but drive our employees out by mismanaging them, how long will our happy customers be happy or customers?
Seems to me we should start at the top and work down. If the CEO knows ... more

Feb. 15, 2011

Adrian Swinscoe and 6 other people answered this question

What are some rules to follow when dealing with customer complaints?

I have found it useful to follow this process:
L Listening to Understand
E Empathise and Take Responsibility
A Ask/Propose a Solution
D Deliver on the Promise
Not as simple as it sounds but a clear and straightforward process to follow and is also easy to adapt.
Adrian more

Feb. 15, 2011

Adrian Swinscoe and 4 other people answered this question

What are some good B2B customer service tips?

In addition to some of the comments that have already been left, I would suggest that in B2B customer service one of the key things is to understand that when an issue arises it is not always that there is a problem with your product ... more

Feb. 12, 2011

Aidan Kenny and 3 other people answered this question

What is the recommended turn-around time for email inquiries by customer service departments?

I think that this is a tricky question because of a number of factors:
1. What aspect of your business does the query relate to?
If it's a sales enquiry then it may not be urgent, however if it is related to something that they bought from ... more

Customer Service

Customer Service Best Practices

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Email Management

Feb. 7, 2011

Jennifer Morandi and 6 other people answered this question

How bad does customer service have to be before you lodge a complaint?

I'm not easily offended and I've worked in customer facing positions my whole career. Everyone has bad days and I try to keep that in mind. But! If I'm still mad about an experience the next day or if I've been made to feel a ... more

Feb. 2, 2011

Justin Flitter and 6 other people answered this question

Customer Service Best Practices: What are your tips for effectively apologizing to a customer?

Anyone can say sorry, maybe you mean it maybe you dont. The customer needs to feel that you do. If you're not genuinely concerned about the problem and taking the whole thing seriously the customer will pick that up quickly.
Apologize, move on and act on ... more

Jan. 31, 2011

Adrian Swinscoe and 4 other people answered this question

What's killing customer loyalty?

Hi Andi,
I would suggest that it is the erosion of trust in the companies that we do business with. This can be driven by marketing that we don't believe, employees that don't service us well or let us down, statements that we don't believe etc
Check ... more

Jan. 27, 2011

Jim Watson and 1 other person answered this question

Are there specific industries that receive consistantly high customer satisfaction ratings? What can be learned from them?

I agree with Chip's response - creating a service-oriented culture is critical. And I'll also agree that the industry needn't drive the service score. For example, top achievers Ritz-Carlton, Lexus and Zappos are all in very different industries. So what do they all do well, ... more

Customer Service

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