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http://www.BigArticles.com en-us N/A gary@prendergast.com Tue, 18 Nov 2008 23:20:25 EST 20 http://www.BigArticles.com/articles/335645/1/First-Call-Resolution-What-About-That-14/Page1.html
However, this means that 14% of your customers are contacting you more than once (even more than twice or three times) to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well.]]> no@spam.com (Rosanne Dausilio) Fri, 11 Apr 2008 00:00:00 EDT http://www.BigArticles.com/articles/335645/1/First-Call-Resolution-What-About-That-14/Page1.html http://www.BigArticles.com/articles/325031/1/The-Human-Touch-Will-Never-Be-Replaced/Page1.html
However, online customer service is not good--to put it mildly.]]> no@spam.com (Rosanne Dausilio) Thu, 20 Mar 2008 00:00:00 EDT http://www.BigArticles.com/articles/325031/1/The-Human-Touch-Will-Never-Be-Replaced/Page1.html http://www.BigArticles.com/articles/321380/1/Who-Are-Your-Customers/Page1.html
In a recent study (Rostrvm Solutions Limited 07) when asked these questions:

1)Roughly what proportion of your customers are under the age of 35? and
2)What proportion of your customers are female?

nearly two thirds of the answers were 'I don't know!'

However, it was noted that smaller companies had a stronger awareness of customer demographics when compared with larger operations.]]> no@spam.com (Rosanne Dausilio) Wed, 12 Mar 2008 00:00:00 EDT http://www.BigArticles.com/articles/321380/1/Who-Are-Your-Customers/Page1.html http://www.BigArticles.com/articles/318601/1/Do-You-Do-Too-Many-Things-At-Once/Page1.html
'Do more with less'is the unforgiving mantra of business in industry today. Make more decisions, launch more innovations, get more stuff done, with fewer people and less resources.]]> no@spam.com (Rosanne Dausilio) Thu, 06 Mar 2008 00:00:00 EST http://www.BigArticles.com/articles/318601/1/Do-You-Do-Too-Many-Things-At-Once/Page1.html http://www.BigArticles.com/articles/315528/1/Customer-Service-Training-Remains-Inadequate/Page1.html
Beyond that, it was found that 82% of new hires feel they do not receive much training in customer service skills, compared to only 18% who feel they do.]]> no@spam.com (Rosanne Dausilio) Fri, 29 Feb 2008 00:00:00 EST http://www.BigArticles.com/articles/315528/1/Customer-Service-Training-Remains-Inadequate/Page1.html http://www.BigArticles.com/articles/308825/1/Are-You-Satisfying-Your-Customers/Page1.html
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:

Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance.]]> no@spam.com (Rosanne Dausilio) Sun, 10 Feb 2008 00:00:00 EST http://www.BigArticles.com/articles/308825/1/Are-You-Satisfying-Your-Customers/Page1.html http://www.BigArticles.com/articles/308639/1/Communication-Is-Not-A-4-Letter-Word/Page1.html Talk
Chat
Tell
Blab

Let's look at 'talk' as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about anything, even things we know absolutely nothing about! And we can go on and on about any topic.]]> no@spam.com (Rosanne Dausilio) Sat, 09 Feb 2008 00:00:00 EST http://www.BigArticles.com/articles/308639/1/Communication-Is-Not-A-4-Letter-Word/Page1.html http://www.BigArticles.com/articles/304273/1/The-5-Ws-of-World-Class-Customer-Service-Training/Page1.html
The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry.]]> no@spam.com (Rosanne Dausilio) Tue, 29 Jan 2008 00:00:00 EST http://www.BigArticles.com/articles/304273/1/The-5-Ws-of-World-Class-Customer-Service-Training/Page1.html http://www.BigArticles.com/articles/105319/1/Training-and-ROI/Page1.html no@spam.com (Rosanne Dausilio) Wed, 16 Nov 2005 00:00:00 EST http://www.BigArticles.com/articles/105319/1/Training-and-ROI/Page1.html http://www.BigArticles.com/articles/105130/1/The-5-Ws-of-World-Class-Customer-Service-Skills-Training/Page1.html no@spam.com (Rosanne Dausilio) Fri, 11 Nov 2005 00:00:00 EST http://www.BigArticles.com/articles/105130/1/The-5-Ws-of-World-Class-Customer-Service-Skills-Training/Page1.html