Customer Service

Relating to the Public: The Customer Service/Customer Loyalty Connectio

I can’t tell you how many times I have called a receptionist at a law firm and the person on the other end of the phone does not know the names of their marketing or PR staff. The same goes for calling a company and having the person on the other end of the line be dismissive about my request to connect with someone who can help me solve my problem. It’s very frustrating. There is a lot of talk amongst the PR community about customer loyalty being tied to customer service. A recent study from CFI group explores call center satisfaction and how they are rapidly transforming into contact centers; raising customer satisfaction and likely recommendations. Another recent study by AchieveGlobal, a global workforce development firm, explored the emotional aspect of customer service by revealing that customers prefer good service to problem resolution: one in three respondents preferred being…

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