You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in one simple sentence:
Don’t do what you say you’re going to do.
Don’t follow through. Miss a deadline. Show up late. Don’t call back when you promised. The list can go on and on. All of these are examples of how many people – and many companies – destroy a customer’s confidence, thereby destroying the customer’s loyalty.
The American Management Association and Institute for Corporate Productivity surveyed more than […]
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem.
So why […]
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday automation and workforce management. Most think that intraday automation is just another workforce management product. It […]