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Ideas, tips and techniques for new generation selling and customer support.
Tag Archives: online appointment scheduling
2010
Appointment Scheduling Software Reduces Errors
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There will always be people who want to schedule appointments by talking to a live person. They can ask questions, tell the scheduler a cute story about why they are making an appointment or just have a nice conversation with a fellow human being. But a large and growing group of people want the 24/7 convenience offered by online scheduling software. Both types can be satisfied with online appointment scheduling.
2009
PG&E’s Method for Improving Customer Care: Online Scheduling of Appointments
It’s not often that a utility company “gets it” when it comes to customer care. However, back in 2005 Pacific Gas and Electric (PG&E) launched a host of customer service improvements, one being the adoption of online appointment scheduling.
Fast forward to 2007: PG&E shares the top spot for customer satisfaction among gas utility companies in the western United States. The ranking involves six factors, four of which (company image, communications, customer service, field service) can be impacted by online appointment scheduling. Tom King, CEO and President, said in response to the ranking, “We know that it’s ultimately how we take care of our customers that determines our success.”
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