MessageBase Says SMEs Can Emulate Customer Service Champions

Online business publication Bdaily (http://bdaily.co.uk) reports on MessageBase’s comments following up Which? magazine’s 2015 ‘Best and worst brands for customer service’ report. While companies using non-UK based call centres and automated systems are a continual source of frustration, those providing great telephone customer service are...

The Game Is Changing – Time For New Rules

Nicholas Ashford of MessageBase reports for Customer Experience Magazine on how rapid changes in consumer behaviour have demanded a total rethink of customer experience within contact centres. These fundamental shifts have been caused by two key changes – the greater propensity to use digital channels...

Your Customers Want To Speak To Someone, Not Listen To Pharrell.

PowWowNow, the teleconferencing organisation, recently published research to promote their On Hold music, implying that this music is both valued and can have an uplifting effect on people (http://www.powwownow.co.uk/blog/news/extent-onhold-music-effect-people). Whilst it’s perfectly true that listening to music can provide an emotional boost - as was true...

The Simple Secret To Customer Service Excellence

All your customers really want is an efficient interaction with a real person. That’s it. A recently published Customer Service survey by Which? of over 3,000 people (http://tinyurl.com/mp3cayh) has helped to identify what really annoys us and what we actually want from Customer Service. Unsurprisingly, people want...

Broken Glass Leads To Smashing Customer Service

In my last blog, I wrote about the frustrations of folk trying to communicate via telephone in the digital age. The list of pet hates is long but despite the telephone still topping the list as the most popular way to make a purchase or discuss...

Cash For Questions

Last week I had one of those useful catch up days, when you have the time to have a ring around, go through the overflowing email inbox and potentially tick lots of things off your neverending ‘to do’ list. Half a day to tackle those phonecalls...

Flying The Flag For Clear Communication

Today marks both St George’s Day and UN English Language Day. England’s national day is little celebrated in our country, the patron saint is mainly acknowledged by flags flying here or there atop churches and civic buildings. UN English Language Day is also observed on April...

You Lost Me At ‘Hello’

Yesterday I picked up a phone to enquire about a product I had seen in a magazine. The product looked fantastic and I just had a few questions I wanted to ask which would help inform my purchase – just a couple of snippets of information...

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