Posts Tagged ‘customer service’

How employee engagement leads to customer loyalty

How employee engagement leads to customer loyalty

Companies spend billions each year attempting to increase customer loyalty.  There are surveys, special deals and rewards programs all intended to keep customers loyal.  And while much of this works at least to some extent, a lot of it could be considered wasted energy.  After all, how many rewards programs does the average consumer belong…

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Understanding the Net Promoter Score

There is some confusion about what a net promoter score® actually is. Some people consider it to be the percentage of customers who would happily and willingly promote a particular company. This isn’t actually the case. The net promoter score isn’t a percentage, it’s an absolute number that’s arrived at by figuring percentages. Net Promoter…

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Getting the most out of customer satisfaction surveys

Customer service is an important factor in keeping any business alive. Not only does it create new customers by word of mouth, it also generates repeat business by encouraging customer loyalty. Customer satisfaction surveys can assist you in satisfying your customers by helping you identify problems and by informing you and your employees about what…

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5 tips to answer customer service questions

customer service excellence

Customer service often means answering customer’s questions and no matter how these questions are conveyed, whether electronically or in person, there are certain principles that must be followed to ensure both good customer service and customer satisfaction. These principles are: Reality trumps imagination Genuine interest is vital Pay attention Professionalism is respected The only answers…

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