Jody Pellerin

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 who receives services from you is a customer. So if you have been looking for a tool to help you...

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 link customer-centricity to business results. Building a business case for improving the customer experience, particularly for existing customers, seemed 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 it isn't your product. They care about what they will use the product for and how well that is accomplished...

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 take pride in saying we only get through our day by multitasking. We also multitask in the name of higher...

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 who receives services from you is a customer. So if you have been looking for a tool to help you...

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 most people have gripes about customer service experiences. But set of statistics stuck out for me: 71% said they were most…

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 authority to take responsibility. In The Key to Great Customer Service she writes about being at an appearance of Tony Hsieh...

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 same points can be said of software packages in every industry, but it seems like the medical field still relies...

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 mentality is what keeps Southwest Airlines at the top of the customer service winners list year after year. Instead of…

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 mentality is what keeps Southwest Airlines at the top of the customer service winners list year after year. Instead of…

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 for successful customer care performance was compliance. The type of compliance they looked at was defined as: "...following rules, policies, and…

Mr. Watson, Come Here, I Want to See You! Would You Make Mr. Bell...

What if, when his immediate presence was requested by his inventor boss, Thomas Watson had told Alexander Graham Bell that he was only available during normal business hours, Central Daylight Time, Monday through Friday, but no holidays and no weekends? I think Mr. Watson would...

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, many companies have turned to surveys to find out how their business is doing. Unfortunately, these same companies don't always plan...

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 anything a customer may need assistance with. But where is all the knowledge held in your company? Is it all in...

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 briefly described them...#4 really hit the button. #4: Streamline Management Costs The article went on the discuss streamlining using automation 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 for 11 years, is strictly internet (no bricks and mortar) that has consistently given particular attention to.....the phone. That's right.…

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 experiment you need to control variables from trial to trial, changing only the one you are interested in, you can't…

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