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[2008-10-20] Do Customers Prefer Live Agents?
Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote: Forester's study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer service agent interactions disillusioned, disappointed, and disgruntled.
[2008-10-06] Fighting Back Against Poor Customer Service
We've all had the experience of feeling oh-so-small at the hands of a large company. Sometimes that happens during the sales process, but at least then we have the option of walking away.
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