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Contributed Articles

McDonald's Tackles Repair of 'Broken' Service

McDonald's Corp., MCD +0.49%battling back from recent earnings disappointments, is putting unusual emphasis on a longtime challenge: getting its far-flung workforce to provide service with a smile. The fast-food giant, whose restaurant sales in the U.S. began to slip last year, is pushing franchisees to improve staffing and service amid mounting complaints about rude employees.
[Full Article]   Apr-14-2013

 

First Minutes are Critical in New-Employee Orientation

The first few minutes of new employee orientation, if done right, can lead to happier and more productive workers and, ultimately, increased customer satisfaction. Unfortunately, a lot of companies do it wrong. In many firms, employee orientation focuses solely on corporate culture and identity of the new workplace. But research suggests that employee orientation ought to be less about the company and more about the employee.
[Full Article]   Apr-07-2013

 

Don't Irritate Your Customers

When a customer is upset, it distresses us. Not only does it take time to calm her, but we have to then fix the problem and get back in her good graces. Plus, she’s going to be more reticent to buy other items from us. How can a savvy sales professional avoid having upset customers? Some of the causes of customers’ discontent are beyond your control, yet some upsets are caused by your behavior.
[Full Article]   Apr-07-2013

 

Treating Employees as Customers

Many executives and training organizations point directly to employee attitudes and behaviors as the cause of more than 2/3 of customer dissatisfaction and customer attrition. This then leads call center management to focus almost all their energy on monitoring and coaching the individual customer service representative (CSR). I disagree with this approach, as almost all employees come to work wanting to do a good job. In many cases, customer unhappiness occurs when a CSR tells the customer exactly what the company instructs them to. This message unfortunately results in dissatisfaction, not usually for the company, but for the CSR. That is not the CSR’s fault, it is management’s fault!
[Full Article]   Apr-07-2013

 

Five Must-Watch Performance Measures for Contact Centers

Tech issues in the contact center, even small ones, can have an enormous impact on customer experience. Proper testing and monitoring within the contact center infrastructure is no longer a nice-to-have, it's a must-have. To better understand customer experience in the contact center, it is important to track certain key performance indicators (KPIs). By closely monitoring these KPIs in real-time, contact centers can spot service degradations and possibly preempt their impact on end-customers.
[Full Article]   Apr-07-2013

 

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