You’re not listening to me. No one listens anymore. Why isn’t anyone listening? You’ve probably heard these statements from upset teenagers, angry spouses or frustrated customers. Many people think the art of listening is lost in this high tech world of 140 characters and emoticons. However, in the case of your hotline staff, these statements
Retailers are often reluctant to establish an anonymous employee hotline. The additional expense of staff, equipment and office space may seem a waste of money and resources. However, an employee hotline can help an organization save money, especially when considered in terms of employee retention. And with the cost effective outsourcing options available, employee hotline
These days, instead of complaining to a restaurant manager many customers voice their complaints online with sites like Twitter, Facebook, blogs and review guides. In some cases, they actually do this during their meal, taking a photo of an unhappy meal or experience and immediately sharing it with dozens, hundreds or even thousands of friends.
Many people have written articles about customer service and the customer experience, but today companies must move their focus to an omnichannel customer service strategy. Companies have to make sure that they create a unified customer experience across all channels including web, mobile, digital, phone, email and social media Customers Demand Good Service Companies need
First, let’s discuss what I mean by self-serve customer service. It is anything that you do to help your customer resolve the issue about which they are contacting your company in the manner they want and to do so on their first contact. In essence, you are providing them with the tools necessary to come