Jody Pellerin

What the Customer Service Industry Can Learn from the NFL

It seems like this NFL season I'm seeing more and more ridiculous calls by referees. I'm not sure if they think it's their duty to call every single minor infraction but I say let the players play! Yes, the referees are there to penalize...

Customer Service Disaster in the Auto Shop

Everyone has had experiences with customer service whether good or bad. Your experience all depends on the person, or people, you're speaking with & how they handle the situation. I was speaking with Jack, a fellow collegue at PhaseWare, and asked if he had any...

Social Media as a Customer Service Tool?

We all have used (or should be using) social media as another tool to connect with our customers. They love feeling that a company is accessible to them at any moment. But what about solving issues for your customers via social media? A trend...

Customer Service R&R: Metrics and Rewards & Recognition

90% (of) Employees say customer experience is very important or critical in their company's strategies 31% (of) Employees say company recognized or rewards employees for improving the experience. from How to Build a Customer-Centric Culture That's quite a contrast....

Customer Service Disconnected: Who Is Your Target Customer?

According to Forrester Research, 60% of respondents felt that the company has a clearly defined set of target customers, yet only 24% of employees had a consistent and vivid image of target customers. That should raise a red flag to those who think everyone...

Customer Service in a WIIFM World

Bruce Temkin released a paper in 2008 called The 6 Laws of Customer Experience. Law #2 said: People are instinctively self-centered. We have all been told about the "radio station" WIIFM - What's In It For Me? So it should come as no surprise that…

The Third Element of Great Customer Service: The Right Technology

Here is the last element in our brief series on taking your customer service to greatness. The first two, people and a quality product, are equal legs on this stool and so it having the right technology so your customer service agents can spend...

The Second Element of Great Customer Service: Quality of Information

We are continuing our look into each element of great customer support from our popular November blog entry: The Three Basic Elements of Customer Support. Next element: Quality of Information. uality answers and information can make or break a customer's level of trust in the...

The First Element of Great Customer Service: Your People

Back in November we published what turned out to be a rather popular blog entry: The Three Basic Elements of Customer Support. I want to flesh each of these elements out this week with some tips on optimizing each element. First Element: People "eople that…

ANSI to Accredit HIT Certification Groups: EMR/EHR Providers Take Note

If you develop and/or provide health information technology such as Electronic Medical Record or Electronic Health Record software, there is now another item to check off before hiring a certification group or agency to certify your software. You will need to ask the certification body...

Target Your Employees to Create a Great Customer Experience

We talk about building personas and defining buying cycles. We target our customers with increasingly specific content. All in the hope of building a customer experience that will make them want to come back....to retain them. But one of the greatest impacts on customer experience...

First Call Resolution Metrics: Gross vs Net FCR

I ran across an excellent article from MetricNet talking specifically about first call resolution rates, how the metric is measured, and what the international average and benchmark is. The most interesting part was the idea of splitting first call resolution (FCR) into gross and net...

Raising and Nurturing Forums and Communities for Customer Service

Managing forums is like raising small children. Change is difficult for them to process and if left to their own devices and without focus, they run wild finding ways into all sorts of mischief. But, just like children, running a forum can...

Customer Service Training: It’s a Good Thing

When you hire someone into customer support or purchase a new customer service software application, is training one of the first things on your mind? It should be. Studies have shown just how much impact the proper training can have on the customer experience and...

Knowledge Management Evolution and Current Usage

Here is an excellent infographic from the SocialCast blog showing how knowledge management has evolved over the past few thousand years. This is pretty interesting. But what I found even more fascinating is the lower right side of this graphic showing various knowledge management practices...

Getting Real Feedback in Real Time in Customer Service and Support

Everywhere you turn it's all "customer experience", "customer feedback", "Voice of the Customer". And for good reason. We're learning that in order to satisfy a customer it's really handy to know what the customer wants and likes. Seems intuitive, doesn't it? But for so long...

Boy Scout..AND…Customer Service Motto: Always Be Prepared

Our president, Hoyt Mann, wrote a blog post awhile back that pointed out three characteristics of customer service that influence customers the most. Being prepared happens to be one of those and companies that have problems with customer service turnover and repeated call backs,...

When Self Service Doesn’t Fit the Customer Experience

Over the weekend the Albertson's grocery store chain announced it was ending its decade long practice of offering self checkouts at their stores. Following on, Kroger's, another grocery chain, will determine on a store by store basis whether or not to continue to offer...

5 Tips for Selecting Customer Support Software

There are any number of customer service and support software solutions out there. You need to make sure the one you go with is going to meet your needs. And price should not be the single deciding factor. If you cannot afford the solution...

Customer Service Versus Safety?

I was reading the article in USA Today about the Mom Cyclist and her social media triumph over a service refusal at a local burger chain; one that touts its "green-ness" and so would seem a place that would embrace bicyclists. And I'm torn. First…

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