Tag Archives: service

More consumers are standing up for better service

Get up, stand up. Stand up for your rights. It seems that this is exactly what British consumers are doing more than ever before. According to new research published in CorpComms magazine around half of UK consumers today are offering … Continue reading

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Is telco customer satisfaction plummeting?

Is customer satisfaction plummeting at present? New research from research specialists GfK published by Marketing Week suggests that it is, and in particular it is the financial, retail, and telecom sectors that are doing offering the worst service to their … Continue reading

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Customers are organising their own complaint forums

Last Friday The Daily Telegraph splashed a consumer story about mobile telephone users and their problems across their personal finance pages. The story focused in particular on EE, with example after example of bill errors and other bungled service. Regardless … Continue reading

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Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

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Three #custserv lessons from the restaurant business

This blog on the Open Forum features a really interesting three-point guideline to customer experience based on the restaurant industry. The food and restaurant business is a good place to look for advice in customer service because it is an … Continue reading

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Managing your reputation and creating a brand

Does your company have a reputation for great service? In the US the benchmark most business magazines comment on is online shoe and clothing store Zappos – which used to be an independent company, but is now a division of … Continue reading

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The RSPCA slashes response times from 2 days to 20 minutes

The RSPCA is a highly respected organisation in the UK. When animals are suffering abuse, RSPCA inspectors swoop into action and animal cruelty cases can result in criminal convictions. But the RSPCA usually replies on calls or messages from the … Continue reading

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30% of brands now offer Customer Service on Twitter

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading

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Why are our service expectations so low?

According to new data from Which? only 3% of British consumers believe that customer service has dramatically improved in the last three years. 66% believe that there has been a dramatic decline in service. Why do customers believe that the … Continue reading

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Is email really the slowest way to ask for help?

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading

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