Company Etiquette Phones Survey 
Service Untitled
OCTOBER 28, 2010
Of course, companies use these customer feedback surveys to gain more insight into their brands, but I often wonder how does a company know how I really feel about my shopping experience without asking me to actually describe it? For sure they are less precise, but companies agree they are “good enough.&#
Service Untitled
OCTOBER 21, 2009
Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate. email, web, etc.).
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Service Untitled
MAY 12, 2010
Needless to say, “word of mouth&# is likely to discourage my sphere of influence about doing business with this company in the future. Perhaps the following suggestions might enhance any company’s customer satisfaction experience: Employees have to know that customers are number one. Use customer service surveys.
Service Untitled
SEPTEMBER 15, 2009
Some of the major examples included: Phone problems (long hold times, annoying hold music, getting disconnected, blind transfers, etc.) Training representatives and putting processes in place to avoid blind transfers is not rocket science, but a majority of companies still do blind transfers more often than not.
Service Untitled
APRIL 2, 2009
A lot of companies don’t really track contact volume objectively. If Mondays at noon are usually busy, then the company increases staffing accordingly. Some useful contact volume metrics to track are: The number of phone calls, live chats, emails, etc. However, what people think isn’t always what’s true.
Service Untitled
OCTOBER 25, 2010
It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. The expansion of the social media therefore requires companies to be aware of what is being said about them and who is saying what about them. It can give the names of their children or favorite charities.
Service Untitled
OCTOBER 6, 2010
Let’s also assume that the customer can identify the mood of a customer service agent by their pace, volume, inflection, intensity, and even attitude whether it is over the phone or in person. Take for instance the example of a title closing company here in South Florida. What makes some companies stand out?
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