Categories

Ask the Panel • Customer Communicator • Customer Service Week Bulletin • Rep Spotlight • Service Starters • Web Extras - Customer Communicator • Web Extras - Skill Sharpener

Let’s Make Some Magic

June 6, 2019 — Last week we launched the Customer Service Week website and announced the 2019 theme — The Magic of Service™. The theme recognizes that everyone has it in their power to create magic for customers and coworkers. And we have some very special gifts for the people on your team who make…Continue reading Continue reading

Comments are closed

Featured Frontline Rep

Barbara Frye
Constant Contact

Constant Contact conducts more than half a dozen different surveys designed to identify customers who may be unsatisfied or who may have valuable feedback to share. It’s Barbara Frye’s job to analyze survey responses, contact customers, and resolve problems. Her personal attention and follow up are paying off in increased Net Promoter Scores. And customers are especially complimentary about the process. They note that their contacts with Barbara were unexpected, positive and very helpful. As one customer says, “I was very impressed with the way Barbara answered my questions and concerns. Knowing that the company cares about my relationship with it means a lot.”

Learn more about the award

Comments are closed

Comments are closed

Comments are closed

Comments are closed

Comments are closed

Comments are closed

Comments are closed

Question: What does your department measure and why is it important?

Answers from frontline reps — Customer experience. In our department, two of the most important things monitored and measured are member experience and time management. Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a…Continue reading Continue reading

Comments are closed

Comments are closed

Comments are closed

Comments are closed