Tag: call centers

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce

A hidden gem is something which is extremely outstanding and not many people know about.  The Consumer Affairs departments within major consumer product companies is one such gem. If retailers had included Consumer Affairs executives in strategy sessions to discuss how to add e-commerce to their mix, e-commerce never would have been set up as …Continue Reading

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major frustrations and aggravation is when a customer must call customer service to fix a problem or resolve an issue.  Blood pressure rises to the point of boiling too many times and …Continue Reading

Is it Possible to Make Customers Feel Special?

Is it Possible to Make Customers Feel Special?

Yes! It is possible to make customers feel special, but not easy.  Customers crave human interaction that leaves them with the feeling that associates really do care about them. When a representative is patient, sympathetic and provides detailed explanations and the customer has an opportunity to ask questions, the customer remembers.  They want to do …Continue Reading

Five Ways to Destroy Customer Goodwill

Filed in Blog, Customer Service, Hospitality by on September 16, 2014 0 Comments
Five Ways to Destroy Customer Goodwill

Millions of dollars are spent each year attracting new customers.  Once a company procures that customer, an investment is made to deliver an excellent customer experience. However, all the money on advertising, social media exposure, and staff coaching, goes right out the window with the word, “NO!”  There are other variations as well: “can’t, won’t, …Continue Reading

Call Center Representatives Projected to Increase 38 Percent

Filed in Blog, Customer Service by on May 20, 2014 0 Comments
Call Center Representatives Projected to Increase 38 Percent

According to the Bureau of Labor Statistics, the percent of telephone customer service representatives will increase to 38 percent from now until 2022, while the number of people employed in the overall field of customer service is to rise by 13 percent. This growth, according to the Department of Labor, will be driven by an …Continue Reading