ShepHyken
JANUARY 3, 2023
A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty.
Beyond Philosophy
AUGUST 3, 2016
As Customer Experience consultants, we find that the majority of companies have no idea where and when in their present Customer Experience, they cause customers pain. We discovered that before the agent sent to inspect the incident would enter the flat, our consultant had to pay him £200 ($262), cash, for a fee like a deductible.
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Beyond Philosophy
JULY 5, 2015
Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. Customer Focus. Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value.
Wowdesk Blog
MAY 20, 2020
It allows customers to register their issues and seek consultation from the product/service experts. . Using these systems the agents and other members of the support team can optimize the speed of their customer complaint resolution. Customers can easily track their issues.
CSM Magazine
NOVEMBER 19, 2020
While on-the-spot information is ideal there are times when we need to consult specific people before giving customers the feedback they need. Customer Support and Complaints Resolution. Simple things like inkjet printers and easy access to information help your sales staff to provide the basics without making customers wait.
Connecting the Dots
APRIL 16, 2021
Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).
HGS
MAY 27, 2015
Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Outsourcers equipped to support such customized and premium services will stand to benefit from this. Here are a few of the underlying trends that we are seeing.
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