DO RECRUITMENT ADVISORS’ Post

Good customer service entails listening to your customers and valuing their opinions. A company's culture is expressed with good customer service—they go hand-in-hand. Maintain good customer service, and your company culture will be recognized by your customers. But good customer service has an impact that goes beyond company culture. In fact, providing a good customer service experience has several real-world impacts on your business performance and how your company is perceived by the public. By providing excellent customer service, companies can enjoy all sorts of benefits. Below, we’ve listed eight examples of important benefits so that you can better understand how important customer service really is. In Guyana, although our people are quite hospitable, we have not been exposed to the core practices or benefits that comes with exceptional customer service, the way our Caribbean counterparts have been, through tourism. Most Guyanese companies do not realize the importance of transforming their business into a customer-centric machine aimed at building their customer base, and ultimately boosting revenue.

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I asked Jonathan Pierce what made American Airlines Twitter responses so effective. He took me to a lady in her 50s with grey hair and an infectious smile. She'd been a call centre agent for over 20 years before stepping into her new social media care role. That made AA's social customer service so good - they won multiple SimpliFlying awards too. It was 2014. Social media was in its heyday. My team and I were working with top airlines around the world, helping build trust by ensuring response times were quick and resolutions were achieved often. While most airlines wanted to hire young interns who were savvy with social media tools, American Airlines did the opposite. They brought in their very-experienced full-time call centre agents, who could answer almost every question almost instantly, trained them up on using tools like Twitter and let them loose. And now, American Airlines has decided to let all of them go. Yeah, all 600 full time call centre agents with much knowledge about the airline, its customers, processes and change requests will be let go. Isn't outsourcing and offshoring to save costs oh-so-2000s? At the very least, the top 100-200 full-time agents could have been kept as train-the-trainers for newly minted outsourced agents. In a single cost-saving move, American Airlines has let go of its most experienced call centre staff. Neither does the airline have a mobile app that matches the self service functionalities of the likes of United or Air Canada's apps. It remains to be seen if the new agents can fill in these shoes. The move doesn't inspire trust in me. How about you? #customerservice #paxex #airlines https://lnkd.in/ea5-xcBS

Unlocking Success: Exploring the Vital Role of Customer Service in Business Growth 🚀 #CustomerServiceMatters #BusinessSuccess Had a fruitful discussion with our exams venue staff at British Council, Sri Lanka on different ways to improve custormer experience.

For an organization to transform into a customer centric culture, this here is the starting point. Embrace the basics from the top, down.

The Influence of Employee Accent on Customer Participation in Services. – Bourdin, David, Christina Sichtmann, and Vasileios Davvetas https://buff.ly/3LlDq23 This paper sheds light on the impact of accent-based stereotyping on customer participation in intercultural service encounters. They find that customers are less likely to contribute voluntarily to the service process when the service employee has an unfavorable foreign accent as opposed to a local one. These findings have significant implications for staffing decisions, training programs for frontline service roles, and the design of intercultural service delivery systems, aiming to create inclusive and welcoming service environments for both employees and customers. More here and the video here (produced by Selien Vancaillie, Ghent U).

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