Chief Learning Officer magazine is a trademark of Mediatec Publishing Inc. All clomedia.com and Chief Learning Officer magazine content Copyright 2014 MediaTec Publishing Inc. All Rights Reserved. It is illegal to copy, reproduce or publish any information contained on clomedia.com or in Chief Learning Officer magazine without express written permission from MediaTec Publishing Inc.
Interpersonal Skills Drive Customer Experience
Tampa, Fla. — Jan. 24According to a new study by AchieveGlobal, a workforce development firm, the emotional aspect of customer service is most critical, as one in three respondents preferred being treated well over having their issues immediately resolved.The study, “Why Your Customers Stay or Stray: Insight from Global Customer Experience Research,” further reveals that the behaviors most irritating to customers stem from detached emotional awareness and connection.
Almost half (46 percent) of global respondents noted that being rude, short, nasty, unhelpful and impatient was the greatest customer service mistake that they have experienced.Using a canned script in dealing with issues (17 percent) and saying “no” or “I don’t know” (16 percent) also ranked amongst the top customer experience failures, according to the survey.A negative customer experience not only threatens that particular sale, but also the reputation of the brand. Given the rising power of social media as a tool for brand advocacy, nearly 40 percent of respondents worldwide admitted to posting a negative review online after a poor customer experience. Source: AchieveGlobal
Better Learning Outcomes in 2014 - Focus Learning On Jobs, Skills and Required Outcomes
March 20th 2:00pm - 3:00pm ET
2014 CLO Breakfast Club, Atlanta
March 20th - 20th, 2014Loews Atlanta Hotel
Spring 2014 CLO Symposium
March 30th - April 2nd, 2014The Ritz-Carlton, Laguna Niguel
From the Network
Twitter UpdatesTweets by @CLOmedia