September 2013
Beginner
320 pages
6h 20m
English
Content preview from 101 Business Ideas That Will Change the Way You Work
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IDEA #51
When customers will put up with rude service
In phone-based service industries, customers may be willing to sacrifice politeness for getting what they want.
What you need to know
Lorna Doucet analysed 142 customer service calls at a large north-eastern US retail bank to understand the impact of the rudeness of call representatives on how customers perceive the service quality they receive. With a team of researchers both listening in to calls, and following up with the customers in a survey 48 hours later, Doucet made some surprising discoveries:
- Call representatives’ rudeness was generally ignored by customers, as long as the ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.