Will 2019 finally be the year that we exclusively converse with robots rather than humans at the customer care counter? While this may not be the case across all industries, technology’s impact on customer service is hard-to-ignore.
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When employees hear the word ‘training’, they usually associate it with it being a formal theory-based session.
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The modern consumer is firmly in the driving seat, especially when it comes to purchasing products and services.
Read MoreIn today’s 21st century, UAE customers are fully aware of the unlimited purchasing choices available to them. Therefore it is important for business owners to put customers first and turn those customers into ‘repeat and return’ customers. Millions of dollars are lost every year because of the poor handling of customers by company staff. UAE … Continue reading Gap in Customer Service & Bad Experiences: A Grave Concern for Emirati Business Organizations
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Usman Ghani (December 19, 2013)
Customer service is not just the empowerment of people in terms of access to resources, value added products and services, and providing memorable customer support, but also the safety and security of citizens against all calamities and emergencies. UAE, which is located near the edge of the Arabian Plate adjacent to the Iranian plateau and … Continue reading Customer Service Philosophy for Emergency And Crisis Management in UAE
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Usman Ghani (December 13, 2013)
Providing memorable customer support sets you apart from your competition. But to make that happen, you have to build a customer support team that has the skills and temperament to effectively solve your customer’s issues and positively represent your company. Finding customer service reps with certain fundamental skills, is actually more important than having an … Continue reading Why Companies Should Hire Good Customer Service Reps?
Read MoreWe are living in an instinctively social and collaborative world, where the speed of change has accelerated to the point that consumer preferences seem to change overnight. It doesn’t matter what business you have opted, or how stronger your financial market position is, if your business is not aiming at customer’s interests, then you have … Continue reading Technology Mania – A Prospective Global Trend Of Adopting Optimized Customer Service Practices & Innovative Strategies
Read MorePrinciples of behavioral science unequivocally lead to better customer service by telling us what really makes people tick. Service is then just about positive manipulation of interactions so that customers inevitably start skewing towards loyalty. Creating an experience that really gets under your customers’ skin is a cinch once you grasp the psychological underpinning of … Continue reading Behavioral Science and Customer Service (An Interrelational Analysis) Part-2
Read MoreWhen it comes to customer service, “perception is reality”, which means that the quality of service encounters profoundly impacts customers’ perceptions of their experience. Behavioral scientists, however, tell us that service people can control how customers perceive services interactions to a certain extent. A profound insight into the human behavior reveals the subtle feelings that … Continue reading Behavioral Science and Customer Service (An Interrelational Analysis) Part-1
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Usman Ghani (November 22, 2013)
Dubai is the most dynamic, advanced, progressive and multicultural city of Asia. The city has seen a meteoric rise and has emerged as the alpha plus city in just a few years. Dubai is an oasis in desert. The city has been developing with such a fast pace that even its dwellers often get bewildered … Continue reading How Does Dubai Cater to Millions of Tourists?
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Usman Ghani (November 20, 2013)
What are the required standards of customer service in higher education? What are the students learning outcomes in terms of customer satisfaction and engagement? How successful the higher education institutions of UAE are in providing a real service-centric environment? These are some of the major challenges that UAE higher education institutions are dealing with, and … Continue reading MEASURING SERVICE QUALITY IN HIGHER EDUCATION UAE
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Usman Ghani (November 12, 2013)
The new face of customer service has completely evolved from what it used to be a few years back; customers standing in long lines to pay bills, staying on hold over the line to speak to a customer agent and hoping to hear back from an operator within a number of business days. In this … Continue reading Self Service is the NEW Customer Service
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Usman Ghani (November 7, 2013)
Since the education industry is seen as a major contributor to the growth of an economy as well as a need for all the citizens of that country, it is essential to give special attention to students who need focused care due to their special needs requirements. It is good to see that the education … Continue reading Is the Education Sector of UAE Serving Its Customers Well – Part 3
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