3 ways good customer service gets derailed
December 23, 2011 by Michele McGovern
No one in the contact center intends to derail good customer service, but it happens. Here’s how to avoid three setbacks.
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December 23, 2011 by Michele McGovern
Why you don’t need to worry (too much) about online complaints
November 22, 2011 by Michele McGovern
Customers complain online more these days, but you might not have to worry about it so much.
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When customers talk about you, how do they do it?
April 21, 2011 by Michele McGovern
Customers are spreading the word about their good and bad experiences with you. But how are they doing it?
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3 signs customers will walk – and how to stop them
February 11, 2011 by Michele McGovern
Customers give signs they’re about to dump you. Here’s how to read them and react.
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How you can get some of the most candid customer feedback ever
February 9, 2011 by Michele McGovern
You don’t have to cross your fingers and hope for the best when it comes to getting customer feedback. A newly expanded online service can likely help.
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Why customers don’t complain – and why you should get them to do it
December 20, 2010 by Michele McGovern
If customers don’t complain, they’re happy right? Wrong. Here’s why they don’t complain and why it’s a bigger problem for contact centers.
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