A call from a user or customer to ask about the status of their incident or request . Generally, these occur when either the customer's expectations have not been properly set, or when the incident or request is taking longer than expected, and this has not been communicated with the user or...
Any product or service delivery interaction that has the potential to alter the customer’s perception of the quality or value of the product or service provided. The term was coined by former Scandinavian Airlines CEO Jan Carlzon who believed that the first fifteen seconds of an encounter...
A collaborative leadership activity designed to encourage growth and development, sometimes addressing employee performance issues. #Collaboration #People #Motivation #Coaching #PerformanceManagement #CommunicationSkills #TeamBuilding
A message transmitted to two or more locations on a network or to customers at multiple terminals or workstations. #CommunicationSkills #SupportCenter #CustomerService #ServiceDesk