26 April 2016
The top 5 customer priorities according to the latest UK Customer Satisfaction Index are competence of staff (in person and on the phone), fulfilment of promises, helpfulness and complaint handling. Making sure that you have the right tools in place to cover these is key to providing customer service that’s memorable for the right reasons.
04 April 2016
Dealing with difficult customers can be challenging. But if you manage the situation carefully, you can often turn the conversation from negative to a more positive outcome. By focusing on the customer’s problems and desires then there’s a good chance that the call will end with the customer satisfied.