With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result of this and because customers are knowing their rights and becoming more demanding, empathy is one of the things that many organisations are placing on their list of values. But do people really understand what the word empathy means? … [Read more...]
How to Manage Your Own Wellbeing When Faced With Challenging Customers
Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]
How to Develop a Customer Driven Culture
Do you and your staff make it easy for your customers, to do business with you? Research reveals that 59% of customers expend moderate to high energy to resolve an issue, while 62% have to repeatedly contact the company. We're delighted to present the third in a series of customer experience articles recently published in the WA Business News by Ava Lucanus, Director of Edge Communication. Click on the link below to view the article and … [Read more...]
Customer service beats price in Asia-Pacific markets: survey
New research into Asia-Pacific consumers’ feelings towards customer service has painted a common picture of poor customer service, frustrated consumers with low service expectations, an increased rate of sharing positive or negative experiences online to a wider audience, and a willingness to place a greater value on customer service than price. The study conducted by Ipsos and commissioned by Verint Systems, an enterprise intelligence solutions … [Read more...]
How To Create An Extraordinary Customer Experience
A startling national Australian study has revealed that the perceived service standards of the business owners and managers vs the experience that the customers receive can be very different indeed. In fact it appears there is a huge gap! The studies released by consumer commentator Barry Urquhart, show 82% of business owner and manager respondents stating that the service offered by their businesses was either “good”, “very good” or … [Read more...]
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