Consumer Vigilantes: Fighting to speak to a manager
BusinessWeek’s Mary Kuntz and Jena McGregor talk about customer-service slip-ups that can drive today’s digitally empowered consumers to trample a brand’s name across the Internet
Uitgebreide serie artikelen, slideshows en podcast met interessante informatie over klantenservice en callcenters, bijvoorbeeld onderstaande grafiek:
There are big differences across regions in the average time spent per month by call centers on coaching—that is, worker assessment and feedback.
The consumerist: shoppers bite back
> http://consumerist.com/