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Jody Pellerin

Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.

What Do Civilians, Patients, and Users Have in Common?

Answer: They are all customers. I know you may not be used to thinking of them that way, but that is what they are. Anyone...

Convincing the Boss That Customer Experience is the Way

A couple of years ago Bob Thompson of CustomerThink talked about some of the issues around becoming "customer-centric". Problem #2 was the inability to...

Using Customer Experience as a Guide to a Better Mousetrap. Or Lock.

Video excerpt about customer experience from Forrester's Marketing Forum 2007. Forrester Research Principal Analyst Kerry Bodine. An excellent explanation of what customers really care about....and...

Multitasking and the Impact on Customer Service Productivity

Multitasking has been the watchword for over a decade. It seems that half of all job listings have multitasking as a required skill. We...

Riddle: What Do Civilians, Patients, and Users Have in Common?

Answer: They are all customers. I know you may not be used to thinking of them that way, but that is what they are. Anyone...

Customer Service, How Do They Hate Thee? Let Us Count the Ways

Consumer Business Reports released a new customer service study according to Tamara Schweitzer Rabin. I doubt if any of the results were surprising since...

In Customer Service Power = Responsibility

Sarah Green of the Harvard Business Review posted a blog yesterday that pointed out the most important ingredient of great customer service....the ability and...

What Doctor’s Want From Their EMR/EHR Software: Great Forms

I just read an article from HealthIT Exchange and it pointed out some of the weaknesses many EMR/EHR systems have in capturing data. These...

We Are All In the Customer Service Industry

"We are in the Customer Service industry yet we just happen to fly airplanes." Southwest Airlines Is this how your company sees your business? This…

Everyone Is In the Customer Service Industry…No Matter What You Do

"We are in the Customer Service industry yet we just happen to fly airplanes." Southwest Airlines Is this how your company sees your business? This…

The Most Important Competency for Great Customer Support Agents

FurstPerson did research to find out the most highly rated competencies for the job family of customer care and found the #1 agent competency...

Mr. Watson, Come Here, I Want to See You! Would You Make Mr. Bell Wait Until Monday Morning?

What if, when his immediate presence was requested by his inventor boss, Thomas Watson had told Alexander Graham Bell that he was only available...

AAAACCK! Not another Customer Service Survey!

This past Sunday there was a Dilbert cartoon that I could really relate to. With the emphasis on customer service, satisfaction, and experience,...

Knowledge is the Foundation of Exceptional Customer Service

Every sturdy structure needs a solid foundation. In customer service and support the best foundation is a knowledge base that holds the answer to...

Streamlining Customer Support

In the Sunday Dallas Morning News was a book review of Patricia Sigmon's "Six Steps to Creating Profit". The reviewer introduced the steps and...

Zappos: Nobody Does Customer Service Better

You can't have a conversation about customer service without eventually (or even opening the conversation) with Zappos. Here is a company that has been around...

More Customer Support Metrics: Time Tracking and Ticket Duration

Conventional Wisdom states: If you don't measure it, you can't improve it. And it is conventional wisdom because it's true. Just as in a scientific…

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