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The "Customer Service Newsletter's" panel of experts offer advice on how to get the most from performance appraisals. The key: Keep it positive, even when it's negative.

A half-dozen industry experts discuss what the New Year holds for customer service and support managers in this timely article from the "Customer Service Newsletter."

When complaints arise in the customer service department, managers must focus attention on what's important to the customer and to the business.

Adding a rep-to-rep component to a recognition and reward program can help you reach more people.

Institution renews early and receives free, additional consulting services

New research shows that whether it's positive or negative some feedback is better than none.

Customers have a tremendous ability via social media to publicize service issues and problems. This tough challenge for service management also provides an opportunity to spread positive news.

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Dotz, Nectar, Microsoft UK and Shell To Present

There are very few customer service professionals who heard Steven Slater's story and couldn't identify with the frustration involved in dealing with impolite or rude customers. But what did customer service professionals think?

There's a growing interest in the use of recognition, rewards, and non-cash incentives that don't necessarily cost a lot, but can drive improvements in the performance of frontline customer service reps.

The value of customer service is confirmed by an industry survey, which shows that 61 percent of Americans will spend an average of nine percent more when a company provides excellent customer service.

Are you a Speedy Gonzales, Gumby or Martha Stewart? That was the question that reps at Cox Health were pondering during Customer Service Week.

Training, coaching, and recognition programs all contribute to turning unhappy customers into company advocates and keeping staff motivated.

International Customer Service Professionals joins with sponsors world-wide in supporting Customer Service Week.

Spirited competitions mark Customer Service Week celebrations around the globe.

The International Customer Service Association joins the growing list of organizations supporting Customer Service Week.

In any language good customer service is good for business.

New survey data from Customer Service Newsletter shows the preferred motivational methods. Celebrations are up, travel awards are down.

Organizations around the globe turn to Customer Service Week to keep customer-facing staff motivated and customers loyal.

Industry survey finds Customer Service Week is top tool for motivating frontline customer service professionals.

Organizations around the globe turn to Customer Service Week to keep customer-facing staff motivated and customers loyal.

Companies can improve customer retention and satisfaction by being more proactive — and sometimes all it takes is a well-timed explanation.

Information sought that leads to an arrest and conviction in the death of the 21 year-old Florida man.

CashbackHolic.com is trying its best to keep up with frequently changing cashback market. While some cashback firms are squeezing out, some are squeezing into this cashback world.

After initial resistance, frontline reps come to appreciate the efficiency of live web chat.

The authors of a new training guide introduce the concept of "service listening" and show how to apply it to better serve customers, clients and patients.

Don't be so fast to issue a refund or hustle a customer off the phone. Research shows that companies can save time and money by simply explaining service failures to customers.

Customers don't usually get their make-or-break impressions of your product or your company from your advertising. They get them primarily from your frontline reps.

The North Texas Tollway Authority gathers data from customers at every touch point to ensure ongoing service improvement.

Justice For Jeremy has announced that they are now offering a cash reward in the amount of $5000 in exchange for information leading to the conviction of those responsible for the murder of Jeremy Brent Waggoner.

To encourage frontline customer service staff to take risks, service managers must make it safe to fail. An award for the best mistake of the quarter can help.

A new report shows that financial incentives offered by companies trying to save money by getting employees to lose weight are largely ineffective as well as quite costly, but shifting the cost of smoking is obviously effective and costs nothing.

International HR Consultant Birches Group LLC has announced the publication of compensation survey results in Iraq. The survey is the firm's first successful survey in Iraq since 1997. Employers interested in the results are invited to contact us.

The recent recession reminds service managers that maintaining high levels of employee morale and motivation is vitally important during periods of economic uncertainty and downsizing.

Billy’s Treasure helps children to learn values and understand that money isn’t everything. Having something you can be proud of can be the greatest reward of all.

New Financial Services market report from Datamonitor: "The Future of Payment Card Loyalty"

My Planet Loyalty Program and Largest Solar Panel Array in Canada Garner National Attention

Frontline experts discuss the benefits of mission statements in the customer service center and how to make them meaningful to frontline staff.

PD Ports health and safety record is worth celebrating

To boost frontline rep's performance, try three distinct types of recognition program.

Self-service customer service options outpace the once popular fax as a channel for customer contacts according to the Customer Service Group's annual Benchmarking and Standards survey.

The latest industry survey from "Customer Service Newsletter" shows that specialization among customer service reps is on the decline.

Experts predict that turnover will be a big problem when the economy rebounds. "Customer Service Newsletter's" panelists tell readers how to prepare now to avoid an exodus in the future.

The Customer Service Group's Frontline Spotlight Award honors Jessica Lohse for excellence in first-call resolution.

Workplace celebrations are a great way to improve morale and enhance retention, so don't limit them to the traditional holidays and anniversaries. With a little creativity customer service managers can fill the year with motivational celebrations.

A panel of customer service experts provides a list of buzz words to watch for in 2010. Each phrase suggests an important trend from customer self-service to engagement to how we listen to the voice of the customer.

Customer expectations continue to rise while many customer service departments, help desks and call centers are operating with reduced staffs. The convergence of these two trends is taking a toll on employee morale and motivation.

Many organizations gather customer satisfaction feedback. After all, it's the best way to learn about the needs and concerns of customers. But from the customer's perspective it's how that feedback is handled that really matters.

Fast Market Research recommends "Consumer Attitudes to Online Price Comparison Sites" from Datamonitor, now available