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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
QCD is a management approach that assesses different components of the production process and provides feedback to make logical decisions. It is a "three-dimensional" approach that considers quality, cost, and delivery as interrelated and equally important factors.
Learn about the activities, processes, tools and frameworks of IT service management (ITSM), a discipline that aligns IT services with business needs. Compare and contrast different ITSM standards and approaches, such as ITIL, COBIT, ISO/IEC 20000 and more.
Service quality is a comparison of perceived expectations and performance of a service, and it can be influenced by various factors such as technical, functional, reliability, assurance, tangibles, empathy and responsiveness. Learn how to measure service quality using different methods and models, such as SERVQUAL, RATER and e-service quality.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer equity is the total combined customer lifetime values of all of the company's customers. It is influenced by value equity, brand equity and retention equity, which reflect the customer's assessment of the product, brand and loyalty.
Learn about the situation when customers are more satisfied after a service failure is corrected than before. Find out the background, history, factors, types and strategies of service recovery.