Customer Service
SERVICE POWER: Is your survey worth my time?
Submitted by ASBAdmin on Thu, 11/21/2002 - 05:40.A manufacturer complains. His customers rarely return the "customer satisfaction survey".
A leading resort gets back just 30% of the "comment cards" left for guests inside their rooms.
One government agency had a response rate of only 6% when they sent out an 11 page survey.
What's going on here? Why is the response rate so poor? Why don't customers complete and return your "customer satisfaction surveys"?
What to do when your customer is ready to EXPLODE!
Submitted by ASBAdmin on Fri, 05/17/2002 - 11:10.When things go wrong, customers get upset. Sometimes they blow up in anger. Here are five steps to sanity when your customer is ready to "explode"!
Service Encounters of the Third Kind
Submitted by ASBAdmin on Sun, 03/10/2002 - 12:28.Loyal Relationships of the Future... are Built by Your Actions Today!
What makes a company successful over the long, long term? What characterises the service relationship between companies and customers who do business together for decades, even centuries? How can your company stay close to your customers even as times change, technologies change and expectations keep steadily rising?
