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Meeting Customer Expectations Messages in this topic - RSS

Posts: 10

8 days ago
Posts: 10
Good morning! It's time for another edition of #ICMIchat, and today we're going to discuss customer expectations. Are they rising? If so, how can we keep up? (And what's the best way to handle especially demanding customers?) Our conversation will kick off at 1:00 ET on Twitter. Just follow and use the hashtag #ICMIchat to participate.

Here are our questions for today:

Q1: As a customer service professional, do you find you have higher expectations for your service providers or are you more empathetic to service failures?
Q2: Have you noticed a change in your customers' expectations over the last five years?

Q3: What advice do you have for dealing with demanding customers?

Q4: How do you recover when you've let down a loyal customer?

Q5: What's the best way to approach outliers in the data? (Ex: one-off complaints that aren't reflected in other customer surveys) Should you follow-up or focus efforts elsewhere?

Q6: What's the best way to protect frontline staff from negative feedback that's not constructive?

Q7: According to Forrester, only about one-third of #CX pros are aligning their CX initiatives with operational metrics. Why do you think this is? Any tips for a fix?

Q8: What's the number one thing that prevents you/your team from meeting customer expectations?

Erica (@ens0204)
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