Counterintuitive Approaches to Customer Service from Top CEOs

Even as people working in the customer contact field, we, too, are consumers. We have all been the person dialing through automated messages or dealing with faulty voice recognition software. We have all been that person wondering, why I can’t just talk to a real person. We have all been there. Which makes us wonder, if we have all been there, why do companies continue to automate their...

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How Wireless Companies Can Capitalize on Complaint Calls

As part of ongoing operations, wireless providers are often engaged in network upgrades to enhance service, such as moving covered areas from 3G CDM to faster 4G LTE. Although faster service will ultimately please customers, upgrade work can create temporary problems such as dropped calls, callers going directly to voicemail and no ring. When this happens, call centers see spikes in complaint...

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How Cable Companies Can Enhance Their Reputation with a Proven Process for Building Rapport

When cable companies come under fire from their customers, it takes a toll on the company reputation. But there are ways to manage a company’s reputation through superior customer service. Examples include providing quality agent training and coaching, supervisor training and coaching, and customer centric offers based on their wants, interests and needs. Even if a customer is frustrated due to...

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Are Credit Unions Suffering from Growing Pains?

Credit unions have high member satisfaction rates, but studies have shown that with the growth from migration of customers from banks to credit unions, member satisfaction in some cases has fallen. A report by the American Customer Satisfaction Index published on December 11, 2012, showed that higher fees at banks, including the $30 million consumers paid in overdraft fees in 2011 and planned...

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