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July 2014
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By Sharon F. Benigson
Industry experts suggest that customer service organizations can reduce calls and related expenses by 30 percent by implementing proactive service measures. An article in "Customer Service Newsletter" explains how.

By Sharon F. Benigson, Customer Service Group
As the world becomes more "social," customer service, call center and help desk management look to Facebook, Linkedin and Twitter for new recruits.

By Sharon F. Benigson, Customer Service Group
Once again "Customer Service Newsletter" has selected the best customer service books of the year. And provides excerpts at the publication website.

By Boots Press Office
3 Simple Steps to Save Money: first, shop online with a selection of great brands 
at www.boots.com/treatstreet and then, collect Boots Advantage Card points with your purchases. Finally, treat yourself by spending your points 
in store at Boots!

By Sharon F. Benigson, Customer Service Group
In the customer service department, one person's negativity can impact the entire service team and spill over into interactions with customers. Managers must be vigilant about keeping the workplace atmosphere positive.

By Enteractive Solutions Group, Inc.
Enteractive Solutions Group teams with Marketingworks to promote digital content based marketing ventures.

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. Benigson, Customer Service Group
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."

By Sharon F. Benigson, Customer Service Group
When complaints arise in the customer service department, managers must focus attention on what's important to the customer and to the business.

By Sharon F. Benigson, Customer Service Group
Adding a rep-to-rep component to a recognition and reward program can help you reach more people.

By Hollie Rybak
Institution renews early and receives free, additional consulting services

By Sharon F. Benigson, Customer Service Group
New research shows that whether it's positive or negative some feedback is better than none.

By Sharon F. Benigson, Customer Service Group
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.

By creditcardbankaccount.com
Discover More Credit Card is the best reward credit card in the market today that allow you to earn over 5% cashback! - creditcardbankaccount.com

By LoyaltyOne
Dotz, Nectar, Microsoft UK and Shell To Present

By Sharon F. Benigson, Customer Service Group
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?

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. Benigson, Customer Service Group
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.

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

By Sharon F. Benigson, Customer Service Group
Training, coaching, and recognition programs all contribute to turning unhappy customers into company advocates and keeping staff motivated.

By Sharon F. Benigson, Customer Service Group
International Customer Service Professionals joins with sponsors world-wide in supporting Customer Service Week.

By Sharon F. Benigson, Customer Service Group
Spirited competitions mark Customer Service Week celebrations around the globe.

By Sharon F. Benigson, Customer Service Group
The International Customer Service Association joins the growing list of organizations supporting Customer Service Week.

By Sharon F. Benigson, Customer Service Group
In any language good customer service is good for business.

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

By Sharon F. Benigson, Customer Service Group
Organizations around the globe turn to Customer Service Week to keep customer-facing staff motivated and customers loyal.

By Sharon F. Benigson, Customer Service Group
Industry survey finds Customer Service Week is top tool for motivating frontline customer service professionals.

By Sharon F. Benigson, Customer Service Group
Organizations around the globe turn to Customer Service Week to keep customer-facing staff motivated and customers loyal.

By Sharon F. Benigson, Customer Service Group
Companies can improve customer retention and satisfaction by being more proactive — and sometimes all it takes is a well-timed explanation.

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

By CashbackHolic.com
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.

By Sharon F. Benigson, Customer Service Group
After initial resistance, frontline reps come to appreciate the efficiency of live web chat.

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. Benigson, Customer Service Group
The North Texas Tollway Authority gathers data from customers at every touch point to ensure ongoing service improvement.

By JusticeForJeremy.com
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.

By Sharon F. Benigson, Customer Service Group
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.

By Public Interest Law Prof John Banzhaf
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.

By Birches Group LLC
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.

By Sharon F. Benigson, Customer Service Group
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.

By Strategic Book Group
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.

By Fast Market Research
New Financial Services market report from Datamonitor: "The Future of Payment Card Loyalty"

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

By Sharon F. Benigson, Customer Service Group
Frontline experts discuss the benefits of mission statements in the customer service center and how to make them meaningful to frontline staff.

By Image Line Communications
PD Ports health and safety record is worth celebrating

By Sharon F. Benigson, Customer Service Group
To boost frontline rep's performance, try three distinct types of recognition program.

By Sharon F. Benigson, Customer Service Group
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.

By Sharon F. benigson, Customer Service Group
The latest industry survey from "Customer Service Newsletter" shows that specialization among customer service reps is on the decline.

By Sharon F. Benigson, Customer Service Group
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.




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