Betsy Wood

Don’t Use First-Call Resolution as an Excuse to Shunt Customers Aside

I tried to return something at a business I have patronized for many years. The customer service representative told me the barcode on the product wasn't in the system. The implication was that I was lying and couldn't have bought it from the company. The...

There’s an Art to Good Self-Service

Countless customers love the convenience and privacy of self-service. When it works well, it's convenient and fast. When self-service doesn't work, however, we tend to blame that lousy technology. For the most part, however, it's not bad speech technology at all, it's the people...

Everyone Should Have the Same Mission: Satisfied Customers

Why do many companies that are extremely keen to acquire new customers immediately shift from "How can we assure customer needs are exceeded?" into "How little can we spend on customer service?" Instead of sales and service walking arm-in-arm to support customers throughout the...

A Single-Channel Policy Won’t Work

I keep hearing, "We don't really need multiple channels. We'll just make sure our customers use only the phone . We just can't afford to handle all those media types, and our customers can be trained." Well, don't kid yourself. Multi-channels...

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