Internet support

Five Steps to Turn Around a Customer

August 17th, 2011|

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.  […]

Are Your Reps Prepared for “The Moment of Truth”

June 16th, 2011|

In today’s economy we have to earn the right to serve our customers every day.  After more than a few years of experience I’ve learned that nothing can be taken for granted.  As a customer, we all “vote” with our dollars. Our choice to buy may be based on several factors. It could be […]

Creating Fans with Responsive Customer Service

March 17th, 2011|

Providing responsive and competent customer service has always been an important part of creating happy customers. Today this is more important than ever, and can mean the difference between creating fans of your brand, or a publicity nightmare.

There are some great products and services out there. In fact, some of them are so good […]

Does Outsourced Support Mean Inferior Service?

October 5th, 2010|

You probably know the feeling. You make a call to a technical support number for a product you own. You hear the line connect and a voice on the other side greets you. Even though it’s only been a moment, your expectation of receiving quality help starts to fade. It may be static on […]

Providing Terwitterific Customer Service

August 26th, 2010|

I recently spoke to a group of telephone companies about social media, and talked about how they could leverage some of the popular social media channels to improve their marketing and support efforts. I knew going in that the least understood social media platform was Twitter.  There were a few in the audience who […]

Stop Asking Customers for Symptoms

June 29th, 2010|

As any technical support representative can tell you, it’s not always easy to get a customer to share the information needed to troubleshoot their problem. It’s not that they’re being purposefully difficult, they just may not be technically savvy enough to find the information and then relay it to the technician correctly.

I mean, how […]

Go on “Safari”, Hunt “Firefox”…Just Don’t Call Yourself “Explorer”

June 1st, 2010|

Last week news broke that Apple had finally surpassed Microsoft in terms of market capitalization. While Microsoft is still quite profitable, this news further validates that other companies like Apple and Google are gaining even greater ground.

Consumers continue to assert their preference for choices other than Microsoft, particularly in the web browser market.

Don Reisinger […]

Broadband Talk: 5 Things to Be Prepared for in 2010

December 31st, 2009|

Yesterday we reviewed the top five stories  in broadband in 2009.

Today we look forward to 2010 and discuss the questions that independent broadband providers should be asking themselves to get ready.

1. National Broadband Plan

December 2009 brought the first grant allocations from the RUS and NTIA as part of the The American Recovery and Reinvestment […]

Easy, Efficient Escalation from Tech Support

December 29th, 2009|

Customers don’t want to spend time on the phone troubleshooting with tech support, only to find that their problem is caused by an issue in your cable plant.

So what can independent broadband providers do to accelerate the diagnosis and escalation of plant problems?

It’s actually pretty easy

Just give technical support representatives access to more […]

Goodwill to Men, All Year Round

December 15th, 2009|

How often do you touch base with your customers just for the sake of doing something nice? We all want to communicate with our customers as often as possible, but anything other than what is necessary to get the job done can get lost in the day-to-day tasks of managing a broadband business.

If you […]