Top Posts of 2011

Monday, January 2nd, 2012

Five of the 15 ‘most read posts’ in 2011.are: How to Handle Complaints: The IBM Way, Facts on How Social Media Complaints impact Customer Satisfaction, Customer Satisfaction technique – Empowerment of Front Line Employees, Customer Satisfaction: What role should a business partner play?,Customer Satisfaction Techniques for Internal Customers, Biggest Challenge to Exceed Customer Expectations? Read all 15.

Why Outsource Technical Support? There are many debates about outsourcing customer technical support and whether or not it is a good idea. Why would a company choose this path? Learn about the 5 reasons to outsource. Learn about what to outsource and the 5 things you should never outsource.

One of the key customer satisfaction techniques is the need to provide front line employees with the ability to respond to customer situations quickly without the need to ‘ask for permission’. In his book ‘The little BIG Things’ Tom Peters asked managers if they encourage managers to celebrate successful use of this technique.

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