customer service

Customer Service Is the New Marketing

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Customer Service Is Such an Important Job, Perhaps We Should Spread It around

by: John Caddell

Let me point out two problems:

1) Customer service is quite a difficult job and even the best reps are prone to burn out in time–it has turned into a low-pay, high-turnover McJob instead of the vital, even exalted position it should be.

2) Most managers & leaders are disconnected from their customers, with the result that their decisions often ignore or even defy customers’ wishes.

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Good Customer Service Is an Investment in Your Business: 2 Examples

by: John Caddell

1. This article in the Wall Street Journal that discusses Delta pulling its call center back to the US from India.

2. This post by Felix Salmon (off his usual topic): “How To Succeed In Customer Service.”

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Extending the Customer Experience - the Zappos Story

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On Customer Empathy: A Tale of Two Customer Experiences. Apple Versus HP. HP Is the Gold Standard.

by: Idris Mootee

Continuing on the subject of empathy, Empathy is key in customer service and it’s not something you can embed in a script or redesign process flow to make it happen. Especially in call centers, medical services, technical support, hospitality — places where expectations are high and people feel vulnerable … those are the place we need applied empathy to convey to the customer that they understand them and truly care to help resolve their issues. Not reading from a script.

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Customers Are Talking - Apple Hangs up on the Wrong Customer

by: John Caddell

It’s getting harder and harder to get telephone support, especially with online products, but there are some times you need to talk to a person–you can’t find what you’re looking for in the forum, for example, or your question doesn’t fit neatly into a category.

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Speaking With One Voice

by: Jonathan Salem Baskin

My essay last week in InformationWeek about my difficulties getting a single answer from the companies partnered behind my iPhone generated one basic response from readers of my post:

Duh.

OK, the actual responses were a bit different, but were more like three variations on a theme:

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Best Buy's Dire Prophecy

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Branded Waiting

by: Jonathan Salem Baskin

After all of the zillions in hours and money spent on making the world's corporations customer-centric, there's one brand experience that most companies seem dedicated to delivering: making consumers wait.

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Action/Reaction

by: Jonathan Salem Baskin

While there was never such a thing as a free lunch, it seems that some customer-service innovations in business these days come not just as a benefit, but with a sometimes hidden cost.

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