Seen that? – A Customer Service Telephone Survey
A Customer Service Telephone Survey Small Business Unplugged
Today your customers have more choice and options than ever before and keeping your customers is more important than ever. How do your customers feel about your company and it's products or services? Ask them by getting someone, other than yourself to call them and ask the following questions: Customer Service and Satisfaction Survey 1. Get the name and phone number of the person you are calling. 2. My name is _________, I [...] Read More
Fido Canada Customer Service Call Center Treats Good Customers Badly Small Business Unplugged
It seems that lousy customer service has become the defacto standard with Fido in Canada. I am incensed by the increasingly bad customer service by call centers and I was reading Rick Spence's post about Business 2.0, Customers Zero – he makes a valid point about the slight of hand that magazines pull on their paying subscribers. It really is bad business but these big businesses are so badly disorganized, [...] Read More
Bad Business Practice Creates Lousy Customer Experience Small Business Unplugged
It's tough being a consumer today. I have had two shopping experiences lately that left me disillusioned and frustrated. Emotional Immaturity When we went shopping for a winter coat for my 13 year-old son we went to his favorite 'athletic' store. I was wondering why he wanted to go to an 'athletic' store for a winter coat but I went anyways. We get to the store and as soon as we walk [...] Read More
Keeping Customers Satisfied; How to Do it Effectively Bizinformer
In tough economic times, how we serve our clients is more important than ever. One of the critical elements to serving our clients well is listening to them, not just before they buy but continuously during the relationship. The suggestions I make below are things that should be kept in mind for all customer touch points whether it be a conversation or a more formal satisfaction survey. Measure Success, Not Satisfaction Many [...] Read More
Customer Experience Overhaul a Must in the Wireless Industry The Mobile Technology Weblog
The wireless carriers have proven, for nth time, its passion for customer dissatisfaction and lack of initiative towards improvement. Based on the latest Forrester Customer Experience Index survey among 112 companies in 9 major industries using 3 metrics (usefulness, ease of use, and enjoyability of their experiences), NO wireless carrier was considered enjoyable to work with. No, it does not mean they are all naturally annoying. They simple failed to [...] Read More