What happens to information gained from the obsession with feedback questionnaires and surveys?
Can someone tell me what happens to the feedback that customers provide companies via electronic surveys, brief telephone surveys at the end of a call as well as the odd hard copy feedback questionnaire? I have completed many in the last three years, both positive and not so positive and to date have not received […]
Building Loyal Customers from Dissatisfied Customers
One of the biggest areas that I address with my customers through training and development of personnel is building and maintaining customer rapport and loyalty, whether that be from the very first contact with the customer or at any other stage in the customer journey, including when the customer is not happy with your services. […]
How Are Your Listening Skills?
How Good Are Your Listening Skills? I like to listen. I have learned a great deal from listening carefully. Most people never listen. Ernest Hemmingway In order to manage the ever-increasing workload, our lives are focused to processing as much as possible in the shortest time,. This is further compounded by social media – Facebook, […]