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...

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 &...

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...

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)...

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...

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...

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,...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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