Autor: Elena Calin Satisfacția clientului poate reprezenta o opinie, o evaluare pe o scară (de obicei de la 1 la 5) la întrebări precum „Cât de mulțumit sunteți de interacțiunea cu noi?” sau „Am îndeplinit așteptările dumneavoastră cu privire la …?” De altfel, definiția tradițională a satisfacției clientului este „satisfacția clientului înseamnă îndeplinirea așteptărilor”. Un

Printre cursurile dedicate Customer Service, unul se numește „Gestionarea clienților dificili”. Or, dacă există cursuri pentru gestionarea clienților dificili, cu siguranță înseamnă că cineva chiar crede că există și clienți dificili. Mai întâi, să clarificăm ce este un client dificil Clientul dificil este un om care are o problemă reală generată de către un furnizor

Un articol pentru manageri si antreprenori Orice  afacere, fie ea multinațională, sau locală, veche de 100 de ani sau un startup nou-nouț, are nevoie să pună clientul în centrul tuturor acțiunilor sale. Strategia aceasta este câștigătoare pentru ca te ajută:

Admirăm cu toţii companii precum Amazon, Zappos, Google, Apple, dar cum ar fi dacă am şti şi am crede că este posibil să fim ca ei? UP! Your Service România pune la dispoziţia clienţilor o metodă simplă prin care se poate accelera îmbunătăţirea expe­rienţei clientului.

The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to do something nice for someone else. ‘Someone else’ could include our circle of family and friends, those we work with,

The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.

We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.

Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in

This article cites research in collaboration with Professor Jochen Wirtz. (Read Part One here) Rule 3: Don’t take small steps. Instead, go big and go fast to create a groundswell of support for a service revolution. Rule 3: Getting It Wrong A large software company engaged us to help improve service to customers and partners

This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what works

This article first appeared in Contact Center Pipeline, written by Susan Nash. Does your culture support the behaviors to deliver great service? There has been a lot of buzz lately about culture in the industry trade news (including Pipeline), as well as the general business media, conferences and in social media discussions. It seemed fitting