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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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 ...
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 ...
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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 ...
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 had a handle ...
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 many Internet ...
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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 ...
Continue Reading →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 RF information, diagnostic tools, and maps.
Download the case study
In our ...
Continue Reading →Posted by: Rick Yuzzi
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 ...
