Tagged With customer service


More than four of every five consumers say the experience they get from businesses over digital channels aren't good enough according to recent research by Gartner. Looking at number of different uses cases such as placing a retail order, submitting a service request or paying a government bill, the study evaluated perceived ease of use and benefits received such as saving time or money. While many companies think they're doing OK on digital service delivery, that's not what their customers are saying.


A recent survey of 5000 respondents, including 100 businesses and 500 consumers from A/NZ, has found there's a wide disconnect between what we expect from customer service and what businesses deliver. Businesses greatly over-estimate their performance and customers still prefer traditional shopping channels although their service expectations aren't being consistently met.


Customer service is often considered a cost centre in many businesses. But ServiceNow's global head of customer service management, Nitin Badjatia said it doesn't have to be that way. On the contrary, investing in customer service can deliver significant benefits that outweigh the costs. I spoke with him at the recent Knowledge 18 event about this and how customer service can be elevated to a strategic focus rather than just operational.


The aeroplane passenger in front of you has rudely reclined into your already-cramped leg space. You grumble and passive-aggressively kick their seat. They yell at you: they're tired, they just want to sleep during the flight, so live with it, buddy! Which of you is the bad guy here? Neither, says Mike Rugnetta. The bad guy is the airline, which goaded you two into this fight.


As the dust settles on Amazon's official entry to Australia, we see that the sky has not fallen and retail is largely carrying on just as it was a month ago. But while businesses are able to continue operating, it's a good time to figure out what works best with your online store and what doesn't. The typical approach has been to conduct A-B testing to see if new ideas resonate with customers.


A recent survey shows that Australians are feeling more time-poor than ever, with 45 per cent of women and 36 per cent of men feeling “always” or “often” rushed, or “pressed for time”. Meanwhile, research has identified that almost one in four shoppers (23%) are willing to pay a premium for “same day” delivery.

In other words, consumers’ expectations are changing. Speed is becoming a point of difference, a new front of competition, between retailers. And many Australian retailers are lagging behind.


Management consultant Perter Drucker once said: "If you can't measure it, you can't manage it". That quote lead to a business revolution that took us through the era of Kaplan and Norton's Balanced Scorecard through to the world today where every interaction is measured, evaluated and optimised. Unlike other complex measurement systems, the Net Promoter Score is all about answering one simple question: How likely is it that you would recommend our company/product/service to a friend or colleague?


I've worked for a telemarketing company for two years and made a lot of unwanted calls. I have to keep making them because most people don't know how to get rid of us, but the right approach can make all the difference. Here's how you can get rid of telemarketers like me and save us both a lot of time.


NSW Fair Trading has just launched its Complaints Register to document which businesses in the state have received the most complaints each month. It has released its first lot of results for the month of July. Some notable companies on the register include Apple, Foxtel and Harvey Norman. Find out which companies topped the list.


When you're at the nascent stages of growing your business, you're not only trying to seek out new customers but also looking to retain the existing client base you have. Unfortunately, not all customer relationships you have will be smooth sailing. So what happens when you're faced with a difficult client? Is it better to stick it out or is it better to get rid of them? Let's find out.


Telstra has had a rough week. First, the company pulled back its support for same sex-marriage after pressure from the Catholic Church; one of its biggest clients. Then, a Telstra customer service representative identified homosexuality as an "ideology" and not a sexuality during online correspondence with a customer. It wasn’t the best choice of words, but it’s likely the Telstra representative did not understand the sensitivity of the issue at hand because he worked in an overseas call centre. Simply put, there are some things you can't train for.


Working in retail, I still remember one of my worst customers. He went to hand me what I thought was a five dollar bill for a ten dollar product. I politely said, "Sorry, the total is actually ten dollars." He pulled apart two bills, which I didn't notice were stuck together, and slowly counted, "Five...ten. Do you speak English? Do you know maths?" I was fuming, but I said nothing. I was, however, short with everyone else that day, until a friend asked, "what's your problem?" The problem was: I let that jerk turn me into a jerk, too.


Last week, Skytrax named and shamed the world's worst airlines via its annual Star Ratings report. Airlines that received two stars or less were found to be below average in multiple categories and generally sucky across the board. But how bad are they really? We trawled Skytrax's customer review page to find out what actual passengers have been saying. Some of the stories we found can only be described as living nightmares...