Enghouse Interactive
JUNE 11, 2021
For example, every airline will need to be prepared for moments of truth around cancelled or missed flights. However, short-haul, no frills carriers will have different additional moments to a full-service, long-haul airline. This will vary by the sector you are in and the type of business you are. Moments of truth are different.
Babelforce
SEPTEMBER 15, 2021
Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 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: LUX Resorts.
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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. Secret 2: Don’t hoard customer service feedback on a “need to know” basis.
Lumoa
JUNE 14, 2023
To illustrate, let’s take the example of United Airlines’ reputation crisis. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50. That’s a huge mistake.
Netomi
FEBRUARY 21, 2024
They have transitioned from basic scripted answers to sophisticated AI-driven assistants capable of understanding and responding to complex queries. Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention.
Global Response
MARCH 16, 2023
Doing so can help you evaluate more quantitatively how your customer service team is doing in providing feedback. Finally, customer service agents should take time to understand what led to the problem in the first place and provide feedback for the wider team, allowing them to help prevent similar problems in the future.
REVE Chat Blog
APRIL 22, 2020
Customers have abundant choices to share their feedback and complaints with you across various channels. HundredX , a company that develops feedback software for enterprises, surveyed more than 500 business executives and found that 94% believed “Listening to customer feedback is increasingly critical to the bottom line.”.
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