Devoted to customer service and the principles of exceptional customer services

You're absolutely right that there is a gap between how contact centers think they are performing and how customers really rate customer satisfaction. One of the keys is understanding why cusomters continue to rate service so low and in fact there's a few key areas where contact centers can make some changes and really see a signficant difference. A recent survey conducted by Leo J. Shapiro and Associates shows that consumers who say they had an exceptional experience with a contact center The 2007 Aspect Index found that consumers who have an exceptional contact center interaction experience many commonalities that include: quickly responding to inquiries or issues, providing accurate and detailed product and service information, setting expectations for what will transpire after an interaction and transferring knowledge to customers so they are qualified to make informed decisions. And for companies to sit up and take notice they need to recognize that:
o Consumers that have an exceptional experience are a third as likely to do more business with that company in the future.
o Nearly 75 percent of consumers who had a bad experience say they will do less business with a company, and 60 percent of those say they will do much less business.

It is indeed amazing when companies focus fully on public relations and minimize customer service training and efforts. Both are part of the same continuum; after all, public relations gets a customer into the store and great service keeps them coming back! While my blog, http://wwwbusinessspeechimprovementcom.blogspot.com/, shows specific examples of poor and excellent service, yours gives helpful information on studies.