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Archive | Service and Support

Reasons for Customer Service Debacle

Blog post by on July 23, 2014

Customer Service Fails Last week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center.  All the customer wanted to do was terminate his service. The …

Comcast Botches Service Failure Apology

Blog post by on July 22, 2014

Comcast issued an apology last week for a service failure that went viral. The statement declared Comcast’s commitment to always treat customers with the utmost respect. They got it all wrong.

How apologies influence consumer behavior

Blog post by on July 22, 2014

Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers at the University of Nottingham’s School of Economics in the United Kingdom …

Acquiring a Customer is Tough, Retaining Him is Tougher

Blog post by on July 19, 2014

Customer service starts the time you acquire customers We cannot deny that promotion or marketing plays an important role in the acquisition of new customers. However, your marketing strategies hardly contribute anything when it comes to the …

The value of online customer service

Blog post by on July 18, 2014

Once upon a time, before the era of the internet, customer service was limited to either making a call, writing a letter, or a visit to the customer service desk. How much the internet has changed the …