Banks will have to focus on their service offering if they are to deliver customer satisfaction while the sector’s reputation plummets.
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Archive for the ‘recession’ category
Banks and the importance of customer service when reputation plummets
The UK Customer Satisfaction Index, the recession and getting service on the boardroom agenda
In a video podcast, The Institute’s chief executive discusses the latest UKCSI results and ROI, getting customer service on the boardroom agenda, the recession and the public sector.
Call centres: What gets under the British public’s skin?
Our UKCSI research confirms that, when there’s a service failure, the British don’t appear to like dealing with staff outside of the UK and get really annoyed at having to explain themselves several times over, especially as they get older.
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How to reduce contact handling staff costs by up to 50% during the downturn
James Tanner summarises how to implement self–service and how it can reduce contact handling staff costs by up to 50%. It can also improve customer satisfaction and loyalty.
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Setting boundaries in customer service: It’s not all about the customer
ICS assessor Richard Bingham argues that setting clear service level expectations benefits organisations and their customers
Continue reading Setting boundaries in customer service: It’s not all about the customer