If you’ve ever worked in a call center, think about how many times customers, who have little to no knowledge on anything technology-related, have called in and demanded that a customer service professional (CSR) quickly fix their problem. As a CSR, you just hope the customers are able to follow directions as you guide them through ...
Rewarding service is more important in today’s marketplace than ever. I often hear companies talk about how great their service is and even hear them say they are the “best” in certain areas. Is it wise for these companies to sing praises at such a high level? The fact is, most organizations ...
Have you ever had to hold the line when calling an 800 number for help? I’m sure at some point we’ve all had to do this. While waiting for a representative to pick up, we listen endlessly to elevator music with brief interruptions from an operator telling us “Your call ...
Posted by: Jason Young
All of us can think of a time when we have been angry with the service we have received. Some of us may have gone as far as to issue a complaint in some form to express the displeasure with a service. As customers, we have the right to demand quality service ...
Technology changes as fast as Apple cranks out new iOS devices – every other day it seems. With technology always changing, it is difficult to stay on top of the latest and greatest no matter where you are in the world. We live in a society where you can close ...
With the recent Costa Concordia cruise ship tragedy in the news, I thought it would be nice to shine some positive light on the industry. My wife and I went on a cruise with stops in the Cayman Islands, Cozumel and Jamaica. The cruise was a fairly standard seven days and six nights ...
Posted by: Neal Grillot
Unlike some, I didn’t stay up late (or get up early, as the case may be) to hit the Black Friday sales. But, all the coverage has made me reflect on the brick and mortar retail experience. I’m sure everyone has experienced this. You go into a store and find ...
How many jobs do you know of that consist only of dealing with peoples’ problems? Of course, there’s a psychologist, where you spend your entire day listening to people lying on your couch talk about their problems. It may not rise to that level, but problems and being a call center ...
If you’re in the business of creating fans, not just customers, then you’ll get your share of positive word-of-mouth. That share, though, may not be as much as you would like considering the time and money you’ve spent building your reputation.
As we all know, if someone is frustrated and angry ...
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If you’re in the business of providing any kind of product or service, there’s no doubt you’ve heard this from a customer: “I HAVE A COMPLAINT!!!”.
More often than not, the complaints that come across your desk will have nothing whatsoever to do with you. It may not be your job to handle customer complaints. ...
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