Up Your Service
MAY 3, 2017
For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.
Babelforce
SEPTEMBER 15, 2021
A good example is the consulting firm Booz Allen. 4 Go beyond scripts. Scripts help agents provide great customer service. Instead, teach agents the ideas behind the scripts so they are better equipped to help in a variety of situations. Case study: Booz Allen. This company has a ‘preboarding’ course for all employees.
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CSM Magazine
JUNE 21, 2018
Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. The customer service agents are smiling, making eye contact and actually conversing – and not from a script. ” experience by following these three simple but powerful steps. About the Author.
Connecting the Dots
JUNE 30, 2021
Southwest Airlines has a booklet of funny ideas and actions that have worked for other staff. Do not use words that sound scripted or belittle a situation. The post First of its kind – CCMC’s 2021 Customer Delight Study Top Takeaways appeared first on Customer Care Measurement & Consulting (CCMC). Find a survey guide here.
Netomi
JANUARY 5, 2023
Industries such as airlines, telecommunications, and hospitality have suffered losses in their CX quality as a result of environmental factors like rising costs, supply issues, and staffing shortages. This means there is little room for the customer to go off-script. Modularity allows for incremental deployment.
NobelBiz
FEBRUARY 22, 2022
Listen to Christa Heibel Founder & CEO of CH Consulting, explain why this is the case based on her personal experience! Telephone banking, airline schedule information, and fundraising are examples of IVR uses. Auto Attendant (SMRT®) : Create IVR features by creating custom scripts utilizing a simple drag-and-drop interface.
SharpenCX
JANUARY 14, 2020
Internet and cable providers and airlines top my list. Esteban Kolsky, founder and principal of consulting group thinkJar , found in research that it costs a company 6-7 times more to attract a new customer than to retain an existing customer. Will you use a script? Retaining customers is easier on your company wallet.
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