Picture this. A customer who looks like she’s about to breathe fire and brimstone, as well as call down the wrath of the gods, approaches a service counter at a business. The customer service representative (CSR) at the counter sees the customer advancing and notices the grim facial expression, the pounding gait and the deathlike …
Excerpts of an Interview with Dawn Richards Managers and Supervisors play a critical role in creating a Customer Care Environment within an Organization. Managers are the ones who have to set a climate for people to be kind and compassionate. Here are some important questions that managers need to ask themselves: Do they demonstrate respect …
What is your role as a Help Desk Officer? A Help Desk Officer is somebody who works at a store or company and is there to deliver good service to the customer. The Help Desk Officer creates the first impression by smiling and greeting the customer. This makes them feel welcome and customers really love …
Typically, customers don’t leave a company suddenly. They leave bit by bit, little by little, some loudly, some silently. The “silent defectors” are the most injurious to a business. Firstly, they leave emotionally, then psychologically, all the while reducing their business activity. Then comes the final nail in the coffin, that one episode that causes …
When a company is considering its customer service strategy, the needs of the customers they serve, the size and complexity of the organization must be considered in order to build a program that makes sense. But for all companies regardless of size or industry, there are some elements of service delivery that remain crucial. One …