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Providing Access To Knowledge Will Improve Customer Satisfaction

The retail industry is changing fast. More than ever before, customers want to be able to help themselves. Microsoft's 2015 Global State of Multichannel Customer Service Report suggested 90% of the 4,000 customers surveyed expected a brand or organization to offer self-service knowledge options.

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Customers Have Higher Expectations for Service

Customers Have Higher Expectations for Service

While good customer service was always a given, the expectation of better than ever customer service is certainly on the rise. Wondering what's changed? You're not alone. Much of the shift is thanks to smartphone technology and social media. Customers can obtain information in a matter of seconds these days, and when they don't get what they want instantly, they are fast to report it to anyone who will listen, which is often several hundred people online.

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When Customers Want a Quick Answer, They Call

When Customers Want a Quick Answer, They Call

You've worked hard to build a customer experience you can be proud of. Your brand has a rich story and a line of products or services your customers truly believe in. Unfortunately, the test of your brand's ability to provide real service to those customers will come, and when it does, how will they contact you? If your customers are like most, they will give you a call.

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Long Hold Times Could Be Losing You Customers

Long Hold Times Could Be Losing You Customers

No one likes to wait, but in today's instant gratification culture, the desire to wait has shrunk considerably. A recent whitepaper from communications company NewVoiceMedia found that 11% of people have ditched a company for keeping them on hold too long.

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How a Call Transfer Can Damage a Customer Relationship

How a Call Transfer Can Damage a Customer Relationship

The moment the customer dials your number, your service philosophy is going to be on display, and it really matters. A NewVoiceMedia report suggested that US companies lose billions each year because of bad customer experiences, and mishandling your phone calls certainly classifies as a bad customer experience.

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How Much Are You Losing to Poor Customer Service?

How Much Are You Losing to Poor Customer Service?

A recent USA Today article took a closer look at the nine retailers in the United States with the worst possible customer service. While the report noted that over the last several years, there's been a positive trend in the world of customer service, it was interesting to note that there were a few companies on the list who have struggled with customer service ratings for decades.

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Why Make Customer Satisfaction a Priority

Why Make Customer Satisfaction a Priority

When you’re treated well, you remember it. Conversely, if you have a negative interaction with someone, you remember that, too. We typically want to treat people well when they’re important to us so they don’t have the negative experiences. As a business, your customers should be very important to you.

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Why Customer Service Should Be Your Key Differentiator

Why Customer Service Should Be Your Key Differentiator

Consumers have many options on where to spend their money. When they make their purchasing decisions, one factor can stand out far above the rest: quality customer service. As a business owner, you want your company to rise above your competition. You also want to make sure your customers choose to do business with you and not the rest.

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When Hold Times Start Chasing Away Your Customers

When Hold Times Start Chasing Away Your Customers

Let’s face it: no one likes to wait on hold and long hold times can be a negative reflection on your service. If the service they receive is less than satisfactory, they don’t feel good about doing business with that company. They then won’t spend as much money with the company or may drop them all together.

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Good Customer Service Increases Consumer Spending

Good Customer Service Increases Consumer Spending

Customers love to feel good about the companies they do business with. Every interaction with every person in that company leaves an impression on the customer that can determine whether or not that customer stays loyal to that brand. What many business owners don’t realize is that these interactions also affect how much money that customer will spend with the company.

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