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28 wrz 2023 · Besides dropped calls, the most common irritation in customer-service interactions is being stuck with a chatbot, according to research from Genesys, a maker of contact-centre software.
18 kwi 2024 · Data from multiple consumer and regulatory bodies shows that this digital fobbing-off on a grand scale has coincided with rising complaints and plunging levels of customer satisfaction. It...
29 cze 2021 · The author suggests three research-backed ways to blunt customer discontent: 1) be forthright and avoid euphemistic messaging, 2) explain the genuine reasons behind the price increase, and 3) use...
Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand...
28 lut 2019 · Research shows that companies with a large market share — think airlines, cable, and internet services — can get away with bad practices because customers have nowhere else to go.
21 gru 2023 · Major firms supplying essential household services are failing in every area of customer service as standards “plumb new depths” in the post-pandemic era, according to watchdog Which?.
6 sie 2020 · The pandemic has been an exercise in crisis management for thousands of firms. Dealing with angry customers is only one element. The rule of thumb for more normal times, Mr Younger says, is for...
