ShepHyken
NOVEMBER 29, 2019
This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Bots can enable automation to the extent of self-service (for basic queries/complaints) for the customers. Amazon is using bots for quick queries and complaint resolution.
Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. Key quote: “Help your customers help themselves.
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Beyond Philosophy
JULY 5, 2015
Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles. Customer Focus.
Nicereply
AUGUST 28, 2023
That’s exactly what we’re going to unpack in this article. You’ll not only receive actionable tips on how to deal with customer complaints with greater efficiency but also list the general steps employees can take to handle customer complaints appropriately. It probably made you forget all about your complaint.
HGS
MAY 27, 2015
In a recent article, Vicki Jenkins , principal analyst at Nelson Hall, referenced how HGS’s Customer Excellence Centre London is delivering customized customer support programs capitalizing on location and demographic advantages. This continual channel shift has also influenced the nature and complexity of services being delivered.
CSM Magazine
AUGUST 16, 2021
Mobile and online channels have been on the rise in recent years, with digital channels being used more by customers for shopping and complaint resolution. Companies can use email as an opportunity to respond directly to customers and send branded, personalized messages. Customers expect good—and fast—mobile and web services.
Teresa Allen
JUNE 1, 2017
Much talk followed the United Airlines passenger being dragged off a plane and the subsequent incident involving a family that was asked to leave when the name on the ticket didn’t match the name of the person flying. Learn lessons from customer service encounters in your personal life that apply to your work life! see Step 5) 5.
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