SOCAP Communities

The most frequent question that I am asked relative to customer care and service is what consumers should do when faced with a difficult challenge. Reporters, friends and consumers all ask me about options when they are dealing with a difficult customer service issue. What options do consumers have when they are not getting the [...]

Here are some of the key issues discussed in the Retail & Consumer Goods industry session: Pharmaceutical & Medical Devices Customer Satisfaction – majority of companies focus on phone only Quality Monitoring – variations across centers and sites; majority measure monthly Uniqueness of pharmaceutical/medical devices industry – training cycles, attrition, deviation processes, definition of successful [...]

Here are some of the key issues discussed in the Travel & Hospitality industry session: Travel & Hospitality • Doing More with Less • Maintaining quality and turnaround time with less staff • Managing customer expectations with media and government pressures • Customer Satisfaction – impact of scoring and tying to revenue • Agent retention [...]