Posts Tagged 'Internet support'

Five Steps to Turn Around a Customer

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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.  The temptation is to deny any wrongdoing and push it aside.  But, if you’re company places a ...

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Are Your Reps Prepared for “The Moment of Truth”

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help_wanted_smlIn 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 the product or service itself, or perhaps the location, but invariably, whether we stick with a company ...

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Creating Fans with Responsive Customer Service

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Sports Fans_smlProviding 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 they attain a kind of superstar status, creating consumer evangelists. Think about the products you’re ...

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Does Outsourced Support Mean Inferior Service?

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SupportRep_smlYou 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 the line, a strong accent, or both, but you have the ...

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Providing Terwitterific Customer Service

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twitter_lingoI 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 on it already, but most had only heard of Twitter, and thought it was ...

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Stop Asking Customers for Symptoms

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Modem-IP-MAC-devices_croppedAs 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 users do you know that can call up the command prompt in Windows, run ipconfig ...

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

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185-safariLast 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 at eWeek offers the following reasons, among a laundry list of others, for the ...

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Five Things to Be Prepared for in 2010

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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 Act, and more applications are under review for the remaining funds.

While much of the funding went to middle-mile projects, Bretton Woods Telephone Company, a ...

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Easy, Efficient Escalation from Tech Support

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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 latest TruVizion case study, you’ll learn how to give your tech support reps access ...

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Goodwill to Men, All Year Round

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Click the image above to read The Twelve Days of Christmas story.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 are a ...

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