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.

Complaint resolution 162

Complaint resolution Consulting Consulting Feedback 162

Beyond Philosophy

JULY 5, 2015

It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Customer Sensitivity. Customer Focus.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

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. Enhance the productivity of the management. Customers can easily track their issues.

Complaint resolution 98

Complaint resolution Customer centricity Self service Consulting 98

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. Listen to John Goodman explain how to measure, manage, and modernize your customer experience strategy. Part 2 – Three Tools to Help Manage the Customer Experience (WebEx, 50 min).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

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 Relations Management Software can help you to allocate tasks and deadlines, ensuring that you’re never late for a call-back. Customer Support and Complaints Resolution.

Complaint resolution 59

Complaint resolution Wait times Consulting Consulting 59

HGS

MAY 27, 2015

I believe this will be a valuable differentiator for customer experience management specialists in the future. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Training, Training, and More Training.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66