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Archive | Service and Support

Customer Service Means Listening and Taking Action

Blog post by on September 1, 2014

There is this saying in the call center industry that goes something like, “Customer complaints are a golden opportunity to do better”. If it sounds quite weird, well think of it this way: listening to customer feedback, …

It’s Not Always So Obvious For Your Customer

Blog post by on August 31, 2014

There is a UPS Distribution Center right down the street, about two minutes away. Convenient, huh? Especially since I’m moving cross country and need to ship my belongs home. A couple weeks ago, I attempt to drop …

THIS is Wow customer service! Nice job Thor!

Blog post by on August 29, 2014

I actually laughed out  loud when I read this. (If you click on the image, you’ll see a larger version.   This is a winner from an Amazon.com rep who goes by the name Thor.  Talk about …

Do Your Employees Know Their REAL Job?

Blog post by on August 27, 2014 Editor's Pick

Some service failures are frustratingly obvious.Take this one for example. I spoke at the CRM Evolution 2014 conference last week. The conference was fantastic (re-cap here). There was just a small issue with how the hotel set …

Customer Service and a “Need For Speed”

Blog post by on August 27, 2014

Remember the Tom Cruise quote from Top Gun. “I have a need for speed”. Well businesses need to embrace that same concept when designing their customer service strategy. We all have seen “Customer Service” as a big …

Top 7 Tips On Motivating Inbound Call Center Agents

Blog post by on August 27, 2014

Increasing productivity is every manager’s job. But doing so is a challenge in inbound call centers. After all, call centers agents are under tremendous pressure.They’re expected to handle huge volumes of contacts professionally, expertly, and courteously—and still …

The Human Touch vs. Self-Checkout

Blog post by on August 26, 2014

Walmart is replacing their self-service checkout this holiday season.  Instead, they are employing people to provide a personal touch and customer service at the point of purchase. I’m happy to hear that at least one retailer recognizes …