Tag Archives: complaint

There is no such thing as bad publicity – except when it’s your customer experience

Oscar Wilde famously once said: “There is only one thing in life worse than being talked about, and that is not being talked about.” The implication was that being in the spotlight is always a good thing, no matter what … Continue reading

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Are you ignoring those silent, dissatisfied customers?

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading

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Frustrate your customers with poor experiences and benefit your competitors

Getting your customer service strategy right is really important. It’s not just a question of making sure the contact centre is ready to pick up some calls – we are now operating in an omni-channel, multi-device consumer environment where customers … Continue reading

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When brands take social complaints seriously

Sometimes the power of social media is demonstrated in a very powerful way when a customer complains. But the real story is often in the way that brands engage with their customers. Sometimes a negative can even be turned into … Continue reading

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Every telco complaint in a single database

Imagine a database of complaints against telcos that is freely available online for customers. It’s a proposal that has been put forward by public utility regulators in the USA recently as an idea that would allow consumers to easily compare … Continue reading

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How can you recover from a #custserv disaster?

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading

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British people have the highest customer service expectations in Europe

What is the ‘purpose’ of customer support? What would happen if you didn’t offer a support channel to customers? And what do your customers think that the support channel is for? According to new research from Zendesk a shocking number … Continue reading

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Is the quality of customer experience more important than the product itself?

Here is a customer service quiz. Which leading retail Chairman recently said that the service you provide is more important that the product itself? His exact words were: “The company that provides the best relationship with the customer will win … Continue reading

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Social Media in customer service isn’t just an opportunity – it’s happening already!

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … 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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