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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
The Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
Learn the origin and variations of the motto "The customer is always right", popularised by successful retailers in the 1900s. Find out the pros and cons of this approach and how it affects customer satisfaction and business ethics.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Service quality is a comparison of perceived expectations and performance of a service, and it can be influenced by various factors such as technical, functional, reliability, assurance, tangibles, empathy and responsiveness. Learn how to measure service quality using different methods and models, such as SERVQUAL, RATER and e-service quality.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
What is Consumer Cellular? Consumer Cellular is a phone service provider that’s been around since 1995. It’s a preferred partner of the AARP and has been since 2008. It offers a huge range of ...
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
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