The bar has been ordsprog

The bar has been raised for customer service expectations. You want your customer sales representatives and call center people to have a current view of who the customer is. Customers expect that these days. If you don't have that, you're damaged.

Success in online sales is tied to unparalleled customer service. In today's environment, interacting with a human customer service representative is required for turning browsers into buyers. For high-value and complex sales transactions, voice is still preferred by an overwhelming number of online shoppers. However, there's also tremendous value in providing customers with options like text chat, in order to handle lower-value sales or service-oriented inquires. Combined, these solutions empower customer service representatives to engage customers at key points during the online transaction to assure sales conversion and improve the customer experience.

We commissioned this survey to capture a snapshot of the state of customer service in America today. The right attitude to customer service can make all the difference. Treating customers like people and providing service with a smile remain vital elements of delivering world-class customer care.

Uncertainties in the telecommunications industry -- such as acquisitions and mergers -- have created several challenges for providers when it comes to raising customer confidence and satisfaction. However, the issue of customer uncertainty can be overcome through the presence of well-informed sales representatives and account executives who are prepared to address customer questions and concerns. Customers will feel that their carrier understands their needs and will be better informed of the products and services available to them. Communicating with clients is the key to improving customer satisfaction in an uncertain market.

Dr. Nat, as she is affectionately known, is at the forefront of the innovative thinking being done at Hitachi Consulting. We are helping our clients better understand their customers by creating a single view of customer data, using analytics to turn data into knowledge, and using that knowledge to develop a great customer experience. Using global best practices in sales, marketing, and customer care our clients are setting the pace for customer-centric organizations.

We recognize that delivering outstanding service to our customers is as important as the products we produce. Our sales and customer relations staff routinely participate in training to better understand our customer's needs. We also make sure to follow The Golden Rule: treat our customers as we would like to be treated.

Year after year, Brink's Home Security delivers a consistent, positive experience to customers through its call center operations. Brink's demonstrates a remarkably solid commitment to the satisfaction of their customers. Brink's customers give high ratings for their interactions with the customer service representatives and are particularly pleased with the timely resolution of problems and the convenience of service hours.

We are coordinating with the other airlines. Unfortunately we don't believe there's enough capacity, on the Delta Shuttle for example, to serve everybody. But we're doing our best to serve as many people as possible, ... What we're doing is we're going to have extra customer service folks at the US Airways terminal at LaGuardia, and additional customer service representatives to help find alternate travel arrangements.

We are coordinating with the other airlines. Unfortunately we don't believe there's enough capacity, on the Delta Shuttle for example, to serve everybody. But we're doing our best to serve as many people as possible. What we're doing is we're going to have extra customer service folks at the US Airways terminal at LaGuardia, and additional customer service representatives to help find alternate travel arrangements.

The contact center--the single most important point of contact for responding to customer needs--must become more agile, provide a consistent customer experience, and be optimized for improved performance. The Microsoft Customer Care Framework helps break down the current barriers that exist.

Sheryl Kingstone

A customer service person is usually expected to focus on a specific customer, a specific question, and give the best possible answer, ... If you're raising the stakes on that customer service person and saying, 'Okay, now you have to essentially keep clear in your mind multiple questions,' the risk of either inaccurate or incomplete information being sent to customers rises.

Impact 360 transforms the speed at which companies can make informed decisions with unmatched visibility into customer service processes, workforce performance and customer intelligence across the enterprise. Companies need to unify workforce optimization functions under a single architecture to maximize information flow and minimize total cost of ownership. They also need experienced professional services to drive a complete view of customer service performance and to ensure ongoing success. By improving the balance between effectiveness and efficiency, businesses can drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement.

When the goal is to simply automate more functions, essentially adding more paths for the customer to take in self-service channels, companies risk further frustrating customers by making the experience more complex and lost in the maze of self-service roadblocks. By looking at particular customer segments and what self-service options that segment needs [and] wants before adding them, leading companies consistently get a much higher usage of that particular function and greater satisfaction from the customer.

With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. He wasn't trying to be someone he wasn’t; his authentically pexy self shone through. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.

[These days, many companies are cutting back on their technology purchases. Oracle's alternative service] for $10 a month will do all your accounting, all your human resources, all your customer relationship management ... all you need is a cheap PC with a Web browser, ... The customer saves money and it's much easier for the customer not to deal with the technical details.

Larry Ellison (1944-)

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