Service Untitled

OCTOBER 6, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Attitude makes the difference in customer service Cheryl October 06, 2010 Culture , Customer Service , Customer Service Experience No Comments Let’s assume that customer service agents interacting with consumers know to act promptly and politely.

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Service Untitled

APRIL 2, 2009

Some useful contact volume metrics to track are: The number of phone calls, live chats, emails, etc. It can certainly be misused or misunderstood, but assuming it’s collected properly, it won’t make mistakes. The time each interaction takes to complete. How many people are working at a given time.

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Customer Service Etiquette 2006 2009 40

Service Untitled

MARCH 2, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Wachovia delivers positive customer service Cheryl March 02, 2010 Customer Service Experience , Employees , Little Things, Big Differences , Specific Companies 1 Comment Every bank gets their fair share of criticism.

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Service Untitled

MAY 12, 2010

Try to have real people answer phone calls , and before a customer service representative answers the phone, ask the employee to smile. Return phone calls within 24 hours , and if you are unable to do that, find someone who can take your place and still do it right. Don’t argue with customers.

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Customer Service Purchasing Phones Etiquette 40

Service Untitled

JUNE 30, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service procedures and social media preparation Cheryl June 30, 2010 Customer Satisfaction , Little Things, Big Differences , Proactive No Comments You wouldn’t jump into a swimming pool if you didn’t know how to swim. At a local. Networking.

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Service Untitled

OCTOBER 21, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate. email, web, etc.). email, web, etc.).

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Service Untitled

FEBRUARY 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Perception is key to customer service excellence Cheryl February 19, 2010 Customer Satisfaction , Customer Service , Customer Service Experience , Employees , Little Things, Big Differences 2 Comments It’s easy to fool our senses and perceptions.

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Service Untitled

OCTOBER 28, 2010

Based on statistics, 29% of users will leave their phone numbers when submitting feedback, and 60% will give their real email addresses. Service Untitled The blog about customer service and the customer service experience. Kampyle , a provider of feedback analytics claim they can figure out why a customer has abandoned their shopping cart.

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Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

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Service Untitled

APRIL 5, 2010

The site also offers a referral program with cash incentives, and the customer service toll-free phone numbers and contact information are easily accessible. Service Untitled The blog about customer service and the customer service experience.

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Customer Service Etiquette Negotiating Clothes 40

Service Untitled

FEBRUARY 12, 2010

The client had very long hair; the foils were almost all applied, and her cell phone rang. Service Untitled The blog about customer service and the customer service experience. Absolutely, but the customer was so satisfied she made a point to congratulate the store manager about the excellent and helpful store employee.

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Service Untitled

MARCH 16, 2009

Less time spent by representatives on the phone, over chat, etc. Resolving issues on the first contact is the easiest and fastest way to ensure customers end the call feeling their time on the phone was productive and that they got the help they needed. Saving money. saves the company money.

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Customer Service Etiquette Phones 2006 40

Service Untitled

JUNE 4, 2009

They measure objective things like how long it takes to get a human on the phone, how long it takes to get a product, how long it takes to get an email response, etc. An entrepreneur I met with recently told me that his company regularly calls and emails its competitors to see how good they are.

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Service Untitled

OCTOBER 25, 2010

For the last 30 years, traditional customer service recruiting, training, Maximizing Social Media: Part 1 of 2 When we were kids we use to construct a “phone. Service Untitled The blog about customer service and the customer service experience. Social Customer Service – A completely different animal? Networking.

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Service Untitled

FEBRUARY 17, 2010

Guest Writer February 17, 2010 Customer Service , Guest Writers , Little Things, Big Differences 1 Comment One of the challenges that customer service professionals face on a daily basis is meeting customers’ service expectations. Service Untitled The blog about customer service and the customer service experience.

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Service Untitled

SEPTEMBER 24, 2010

Make sure to enter the caller’s name, phone number, and/or email address. Service Untitled The blog about customer service and the customer service experience. “It was like a monsoon,&# stated Gregory Sullivan 46, a history professor at the US Merchant Marine Academy in Kings Point. Notate the case accordingly.

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Service Untitled

OCTOBER 7, 2010

Question: How do you approach design and how do you use your phone menu? Answer: We use the phone menu to identify how we should route each call. The Service Recovery Team will write a personal handwritten thank you note to the customer with a phone number to contact them if they have any other questions.

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Service Untitled

APRIL 28, 2009

Alternatively, a quick (personal) phone call from someone high up at the company can make a lasting impression as well. Write them thank you letters. Even though it may not seem like a big deal, sending some of your volunteers handwritten thank you letters can make a difference. What do you do to reward your volunteers? And not so well?)

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Service Untitled

SEPTEMBER 3, 2010

Answer: Relationship Care is what we call our servicing ethos and very simply put, it is really about making sure we take advantage of whatever our interaction is with that customer to create incremental value to them during the time American Express is on the phone with them. It doesn’t matter who receives your call.

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Interviewing Customer Service Credit Card Promotion 40

Service Untitled

MARCH 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives B&H Customer Service Douglas March 22, 2010 Culture , Customer Service , Little Things, Big Differences , Specific Companies 3 Comments When I was in New York last week, I visited the famous B&H Photo Video electronics store on Manhattan’s West Side.

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Service Untitled

AUGUST 26, 2010

Then we do a phone interview to learn about the applicants service attitudes or ethos. Service Untitled The blog about customer service and the customer service experience. Answer: First, an applicant applies for an open position through our website. The next step is a face-to-face interview and then a meeting with the hiring leader.

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Service Untitled

APRIL 16, 2009

What goes around comes around… Dawn Rocky Bourg said: Jun 11, 09 at 2:02 pm Yamini, I appreciate your inquiry but the most basic tenet of valuable customer service and basic human interaction was irreparably violated before the service rep answered the phone. Deception is simply a three syllable word for lie.

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Service Untitled

APRIL 6, 2010

Smile when answering the phone. Even if there has to be a mirror on the desk next to the phone, a customer can sense when someone is smiling. Every representative should show enthusiasm on the phone. How to effectively complain over the phone Last week, everything in my house broke. There was the.

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Service Untitled

JUNE 24, 2010

Additionally, we have a knowledgeable crew of product specialists that answer end user’s questions via phone or e-mail, and advise our customers on the best product to use or how to set up their products. We are pretty accessible via the phone or e-mail. Let’s also not forget about the benefits of new media in this context.

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Men With Pens

NOVEMBER 19, 2009

Octopus etiquette, indeed. That’s all you need to remember Reply Jack ( @anthrocopy ) December 3, 2009 at 6:34 pm I’m sorry, I know this doesn’t add much to the conversation, but I just read this post from my phone and I just needed to say: I love this blog. Should passengers be allowed to use cell phones in flight?

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