Knowledge Centered Support
Over the last year I’ve taken a much more avid interest in knowledge base solutions. During my internship at Unisys, I started working on the framework for a knowledge sharing platform. Infact, my...
View ArticleOn Switching to Cingular
I just ported my number from AT & T Wireless to Cingular Wireless. I knew that Cingular was set to buy AT & T, but couldn’t resist a really good deal. However, after cancelling my plan and...
View ArticleIrony of Customer Service
Bad customer service from a country that handles the world’s customer service issues? My recent trip involved a project trying to sign up for broadband access. I called the local provider and was...
View Article6 Cardinal Rules of Customer Service
Today at our weekly meeting we watched a video on the 6 cardinal rules of customer service. They’re all very obvious, but very easy to forget once you get into a wrong habit. As suggested in the video,...
View ArticleInternal Customer Service
At our meeting last week we were introduced to another Nancy Friedman training video. Otherwise known as the Telephone Doctor, Nancy is a leading expert on client service and telephone etiquette....
View ArticleWill you listen to me?
Are you a listener? That was the plot of another Nancy Friedman video. When on the phone Nancy reinforced the idea of jotting down important items that you may need after a conversation was over. Some...
View ArticleWhat is Customer Service?
According to the ACA Group, customer service is the ability of an organization to constantly and consistently give a customer what they want or need. However, like most definitions that are gradually...
View ArticleThe Ultimate Listener
Yesterday I received an email from a Hotmail Product Manager asking if I was still having trouble with connecting to Hotmail via Outlook/ Outlook Express. I was baffled; my blog post about my negative...
View ArticleCustomer Service Numbers
It’s not a big deal finding a toll free number for a company, but finding a toll free numer that can eventually lead you to a live human operator is becoming an ordeal. Thankfully the good folks over...
View ArticleCustomer First
Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos The post Customer First appeared first on Leonard Nelson.
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Equal Support Provider
When doing a presentation recently, I made the case that there should not be a perceived difference in service delivery when a customer is interacting with an organization’s social media support...
View ArticleTwitter Activated Vending Machines
While at a conference recently, a vendor was using a Twitter activated vending machine from Innovative Vending Solutions. Each Twitter-activated vending machine incorporates a touch-screen interface to...
View ArticleRemembering Great Customer Service
I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. Leo Widrich, from Buffer, on Bad Customer Service Support The...
View ArticleComcast Apology
If you’re going to rebuild a company’s customer service reputation and customer experience, good foundations to start building on include transparency, accountability and brutal, yet humbling honesty....
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