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Archive | Service and Support

What is Social Customer Care?

Blog post by on April 16, 2014

I am a technology geek. I love social media and I’m always using it but here is the strange thing – I am 56 years of age, so I guess I am unusual, or that’s what my …

How to help call center representatives improve customer service

Blog post by on April 15, 2014

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks …

Customer Retention at Its Best

Blog post by on April 15, 2014

Last weekend my wife and I had tickets to Cabaret, starring Alan Cummings, most recently popular in The Good Wife, and Michelle Williams, another well- known motion picture actor.  We both were eagerly looking forward to the …

52 Tools To Amaze Your Customers

Blog post by on April 14, 2014

Like many households, Saturday is the day where we kick it into gear and get stuff done around the house.  On a recent Saturday, my son and I went to a local, large home improvement warehouse to …

The Conflicting Nature of Customer Service

Blog post by on April 14, 2014

Bad customer service generally happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center. But no organization sets out to make bad customer experiences happen. Although never intended, …

The Effortless Experience

Blog post by on April 11, 2014

Earlier this year, I read the book The Effortless Experience by M. Dixon, N. Toman and R. DeLisi. The authors compiled some terrific research – really enlightening stuff – but in their zeal to write a provocative …

Re-cap of Customer Service Meet-up at Phone.com

Blog post by on April 11, 2014

Last night, Jeremy Watkin and I co-hosted a customer service meet-up at Phone.com. It was a small, informal gathering of customer service professionals from various industries within San Diego.  Our goal was to facilitate dialogue and the …