Customer Care
Why Listening to Customers is the Key to Your Organization’s Success
Here’s how not to handle customer complaints: In 2018, a customer ordered three cartons of toilet paper from the world’s biggest e-retailer Amazon. Instead of charging the customer $90 for…
Customer Care
How Does First Call Resolution Enhance Your Brand Image
The fundamental aim of establishing a contact center is to provide seamless resolutions to the customers. And to achieve this, it is essential to ensure that the callers get the…
Customer Care
What Are The Three Mistakes That Can Be Powerful Learning Opportunities
“A mistake is only a mistake if you don’t learn from it. Otherwise it is a lesson.” –Unknown Individuals make mistakes – and so do businesses. Even large, so-called professionally-run…
Customer Care
Are Your Employees Really Your Most Important Asset?
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” –Richard Branson Does your organization believe in this…
Customer Care
Royal Treatment for New Customers vs Rewards for Existing Customers
Customers are the lifeline of your business. So naturally, you make every effort to acquire more customers. While there’s nothing wrong with this approach – indeed, new customers are essential…
Customer Care
Is Your Organization Empathetic to Customers?
Is Your Organization Empathetic to Customers? Every successful call center knows that great customer experiences can garner customer loyalty, improve retention, and result in sustainable business growth. Now, “customer empathy”…
Customer Care
Do employees value organizational values? Bridge the gap!
Values are the foundation for everything that your business represents. Business heads invest intellect and articulate core values with immense passion and pride. They give direction to the company and…
Customer Care
Under and Over staffing can get your business at death’s door
Your business is booming, sales are soaring, operations are running smoothly and customers are pouring in! You are bringing your business vision to life. But there’s still something keeping you…
Customer Care
What Does Customer Loyalty Mean For Your Business?
“Do what you do so well that they will want to see it again and bring their friends.” –Walt Disney Customer satisfaction is about how your customers feel about your…
Knowledge Base
5 Ways to Go the Extra Mile with Customer Service
Gartner (as quoted in Forbes) once famously said that “80% of a company’s future revenues will come from just 20% of its existing customers”. And according to the book Marketing…