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Customer Service Can Be An Important Pre-purchase Strategy - MediaPost Communications

Customer Service Can Be An Important Pre-purchase Strategy - MediaPost Communications | Call Center | Scoop.it
According to a new report from Forbes, even companies using sophisticated technology are still view customer service through a traditional lens of serving the needs of the customer, despite its usefulness in marketing, building brand equity, up and...
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This article backs up my opinion 100%. Customer service is a strategy, a company wide sport so to speak. We need to rethink how we are attacking our service and how we measure its success. We can help get you on track. Download our "How to go from Zero to Hero in Customer Service" and start to approach service with a different view and you will be rewarded.

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9 Awesome Customer Service Stories - ODDEE

9 Awesome Customer Service Stories - ODDEE | Call Center | Scoop.it
From amazing PR stunts to simple yet awesome email responses, take a look at some cool stories of companies showing love for their customers.

Via F. Thunus
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Leadership Must Defend The Customer Service Culture

Leadership Must Defend The Customer Service Culture | Call Center | Scoop.it
Just as important as it is for leadership to create and define the customer service initiative and culture, they must also defend it.
Denise's insight:

Customer Service always starts at the top of an organization. You have to practise what you preach, otherwise "Customer Service" is just lip service. 

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Throwback Thursday: Customer Service Nightmares! - NewMediaRockstars

Throwback Thursday: Customer Service Nightmares! - NewMediaRockstars | Call Center | Scoop.it
With holiday shopping season upon us, it's a good idea to take a moment and remember just how unpleasant customer service can be for everyone involved...
Denise's insight:

When possible, try and see the lighter side of a situation. If you are still not sure how, download our ebook "How to go from Zero to Hero in Customer Service"from the following link: 

http://wp.me/P44MYe-qS

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NJ Transit continues customer service improvements - New Jersey 101.5 FM Radio

NJ Transit continues customer service improvements - New Jersey 101.5 FM Radio | Call Center | Scoop.it
New Jersey Transit, the third largest transit system in the U.S., is continuing its efforts to improve customer service by seeking feedback from its rail and bus customers.
Denise's insight:

If more companies would take their customers opinions more seriously, then maybe Customer Service would actually be a reality, rather than a misnomer. Improve yours today, download our "How to go from  Zero to Hero in Customer service" for free today at http://wp.me/P44MYe-qS

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Social Media-based Customer Service: Dos and Don’ts

Social Media-based Customer Service: Dos and Don’ts | Call Center | Scoop.it
Customer service can make or break an online business. A willingness by merchants to address customer feedback demonstrates concern, which helps assure new shoppers. It ...

Via Kamal Bennani
Denise's insight:

Lots of useful information if you really care about your customer!

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Janae Barnes's curator insight, October 31, 2014 4:20 PM

This article focuses on the importance of customer service on social media, and how if it is not handled properly, can be detrimental to a company. It goes over the dos and don’ts for social media-based customer service. Some of the dos listed in the article are: use the customer’s name, make helpful suggestions, and speak their language. The article says that it is important to refer to a customer by name because it is more personalized and the customer will feel that you care. Making helpful suggestions allow for more interaction with the customer. The article states that simply posting links directing customers to your website when they have questions, is not a good idea. Speaking their language is important because you want the customers to be able to understand. A few other dos stated in the article were to respond timely, which is important so customers can feel important and acknowledge, and to reply publicly when possible to show your community that your brand can be trusted when consumers are having issues. One of the don’ts stated in the article, is to spam your following with customer service replies. The article says it is important to make sure when you reply to customers that the response will appear on all followers’ feeds. A few other don’ts are: don’t direct your customer to another platform, don’t be impersonal, don’t leave customers waiting, and don’t neglect grammar and spelling. The last don’t stated is, don’t be defensive or take negative feedback personally. All of these don’ts are to ensure that your company will be seen in a positive light and to let customers know that you care about them and their concerns.

I feel that these do’s and don’ts are very important for brands on social media that frequently interact with customers. There have been times where I have witnessed some brands do these don’ts. I mainly notice brands being impersonal, where they respond to complaints in the same exact way to many different customers. That is not a good thing because customers want to be taken seriously and feel that the brand actually values their opinions and them as a customer.

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13 Startling Customer Service Statistics

13 Startling Customer Service Statistics | Call Center | Scoop.it
In October, with 2015 lurking just around the corner, it’s frightening to think just how much customer service and the customer experience are impacting the reputation and bottom lines of brands an…
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You can make a difference! Read our "Zero to Hero" in customer service for some free tips and tricks http://vasoftusa.com/index.php/your-on-your-way/

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Tying the Knot on Top-Notch Customer Service

Tying the Knot on Top-Notch Customer Service | Call Center | Scoop.it
To provide top-notch customer service, you must consider the total customer experience as it begins before, and extends beyond, actual brand interactions.

Via Pantelis Chiotellis
Denise's insight:

Customer service does certainly expand further than just the conversation you have with your customer. It includes every aspect of your interaction, from your parking lots, to the way "you tie the bag". Good customer service is an experience that creates emotion and makes people take note and then share. Take the time to invest a little time and effort into the customer experience and it will go a long way. 

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Why Customer Service Matters Even More Than Price - U.S. News & World Report

Why Customer Service Matters Even More Than Price - U.S. News & World Report | Call Center | Scoop.it
When retailers fail to respond to your concerns, it can cost you more than just money.
Denise's insight:

I believe this scenario happens more often than we think and certainly would like to believe. I have sadly to say, had similar experiences with on-shopping and the "Customer Service" not having the latest. I do however feel for both the customer calling and the poor consultant receiving the calls and not having all the details. This is why Customer Service is a "team sport" and each and every department has to be involved in the service delivery! 

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Why Your Customer Service Strategy is Catering to the Wrong Generation - Business 2 Community

Why Your Customer Service Strategy is Catering to the Wrong Generation - Business 2 Community | Call Center | Scoop.it
Believe it or not, most companies today manage their service operations to the preferences of a 77-year old customer. That’s the age when customers prefer the phone 2.5 times more than self-service…
Denise's insight:

I read this article with interest. Yes, I agree some customers do like to help themselves, however, nothing is more frustrating than "self help" gone wrong!  All this issues listed here can be overcome - "repeating an issue", "calling more than once" when you have proper systems, processes and training in place. I believe you are isolating yourself from your customers, when you refuse to engage with them other than via a keyboard or an app. If your not sure which way to go and how to manage your environment, feel free to connect with me.

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The 2-Step Process for Excellent Customer Service - Entrepreneur

The 2-Step Process for Excellent Customer Service - Entrepreneur | Call Center | Scoop.it
Implement this system to get customers raving about your business.
Denise's insight:

Customer Service is a participant sport- You won't improve shouting from the sideline! Want to know more about improving your customer service, download our ebook here: http://wp.me/P44MYe-qS
 #Custserv #Customercare #CyberMonday

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The Virtuous Circle That Builds A Company Culture Of Customer Service Excellence

The Virtuous Circle That Builds A Company Culture Of Customer Service Excellence | Call Center | Scoop.it
If you want to create a culture of customer service excellence, here’s the decision you have to make: Are you going to put the customer at the center of everything you do: At the center of your company, your department, your daily routines, what you...
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You can make a difference! Read our "Zero to Hero" in customer service for some free tips and tricks http://vasoftusa.com/index.php/your-on-your-way/

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Very Few Users Prefer Social Media for Customer Service - AllTwitter

Very Few Users Prefer Social Media for Customer Service - AllTwitter | Call Center | Scoop.it
Very Few Users Prefer Social Media for Customer Service

Via Brian Yanish - MarketingHits.com
Denise's insight:

I believe service comes with a person at the end of a line, especially if you want to build cusotmer loyalty

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Anjelina jj's curator insight, November 20, 2014 11:55 PM

Very Good Article 

Dean Ryan G. Martin's curator insight, November 21, 2014 6:33 AM

Social media is ideally made to support your online marketing campaign. It isn't enough for customer service unless you have a 24/7 support team in Twitter.

David Sousa's curator insight, November 24, 2014 8:56 PM

A recent study shows that very few people prefer using social media for customer service. Honestly, this is no surprise to me. Data revealed that about one in four, or 23 percent of United States internet users have used social media for customer service. The numbers fluctuate depending on the issue. If it is a simple enquire, five percent will use social media over other channels of communication. If the enquire is more difficult, the percent drops to three. The most preferred channel for dealing with problems was contacting the company through their website or email. That was in regards to simple problems while more difficult problems were dealt with speaking over the phone with someone. Another popular way was to deal with the problem in person. If I encounter issues, regardless of the level of difficulty, I call the company. To me, that is the most efficient and easiest way to get the problem resolved. An email, you have to wait for the company to respond. In person, you have to travel to the company’s location. Over the phone, you may have to wait a couple minutes to speak to someone but if you have patience, than that should be no problem. I like speaking with someone over the phone because it forces them to give a more direct answer and not butt around the problem. Obviously, this can be done even better in face to face meetings. I honestly can’t recall a time I encountered a problem that wasn’t resolved over the phone. It surprises me that people do use social media for customer service, even if it is a simple problem. I don’t trust half the things that are posted on social media so I definitely wouldn’t want to handle my issues in regards to customer service over these networks. I will continue to make phone calls about the problems I face.

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Will Your Customer Service Shine on Black Friday? Key Statistics

Will Your Customer Service Shine on Black Friday? Key Statistics | Call Center | Scoop.it
As Black Friday hits the UK today, with retailers slashing their prices in an effort to replicate the biggest day in America’s shopping calendar, the pressure on staff in-store and within the contact centre mounts.

Via Thomas Faltin
Denise's insight:

Black Friday in the UK, soon it will be a Worldwide event.

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