My cool OtterBox case for my iPhone 4s Last week I contacted OtterBox for a problem with my fantastic Defender iPhone 4s Case. I was so Wowed by the Otter (customer service representative) I spoke […]
Customized Engaging Online Customer Service Training
Category: Customer Service Research
Stop Trying to Delight Your Customers
To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two […]
Bad Customer Service Makes People Cry, Shout and Experience Headaches
Bad customer service has pissed me off, inspired me to post tweets and even made me cuss. As it turns out, I’m not the only one who gets irritated with bad customer service. Research […]
5 Fast Facts about Customer Loyalty
95% of complaining customers will remain loyal if their problems are resolved immediately and to their satisfaction. TARP, Inc. (For help developing a customer recovery strategy designed to restore customer confidence after service failures, visit […]
De-escalation Training for Customer Service & Soft Skills Training 