Customers say the darnest things….but why? “The Happy Customer” Part 1 of a...
As part of our role in customer care in call centers, we have been taught to ask customers for their opinions in order to make our service delivery a better customer experience for them. Customer...
View ArticleCustomers say the darnest things….but why? “The Angry Customer” Part 2 of a...
As we mentioned in Part 1, Customer Relationship Metrics has been collecting customer data and comments for more than sixteen years. When we decided to step away from analysis about what customers...
View ArticleCustomers say the darnest things….but why? “The Affectionate Customer” Part 3...
Customers get good service and take liberties with flirting. Was it because of tone of voice or being nice by the call center agent? A new slant on customer "experience" isn't it.
View ArticleCustomers say the darnest things….but why? “The Loquacious Customer” Part 4...
In conclusion of our 4-Part series, we discover that even the craziest of comments provided in customer feedback via post-call surveys can be turned into opportunities for your call center agents.
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