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.

Customer Service 40

Customer Service Etiquette 2006 2009 40

Service Untitled

MAY 27, 2010

Of course, a customer service representative doesn’t need a computer program to tell them how a customer is feeling when he starts screaming in the phone, but Magnify claims it can predict that outcome before it actually happens.

Customer Service 40

Customer Service Etiquette Medical 2010 40

Service Untitled

OCTOBER 6, 2010

Let’s also assume that the customer can identify the mood of a customer service agent by their pace, volume, inflection, intensity, and even attitude whether it is over the phone or in person. Would those two employees behave the same way if their boss had walked up to the reception desk? Think of it this way if you would.

Customer Service 40

Customer Service Fax Etiquette 2010 40

Service Untitled

MARCH 16, 2009

With one contact, there is no need to “catch up&# on what has been done, research the problem further, etc. Less time spent by representatives on the phone, over chat, etc. There is also the psychological factor of the customer hanging up feeling his or her issue was resolved. Saving money. saves the company money.

Customer Service 40

Customer Service Etiquette Phones 2006 40

Service Untitled

MARCH 10, 2010

Humor seems to always appeal to the masses, and the new Zappos commercial successfully calls attention to the company by creating the perfect juxtaposition of funny puppets speaking over the phone and cleverly incorporating a customer service message. The best commercial is one that can be viewed over and over and still elicit the same laugh.

Customer Service 40

Customer Service Interviewing Etiquette 2010 40

Service Untitled

FEBRUARY 19, 2010

The cameras were only set up in one spot and focused on the monument through the arch. I can’t help but notice the Maybelline mascara commercials promising lashes so lush and long that I can hardly wait to drive over to CVS and pick up the latest product. Was that real? Is it realistic?

Verizon 40

Verizon Customer Service Phones Etiquette 40

Service Untitled

FEBRUARY 26, 2010

Leave a Reply « How to effectively complain over the phone Do toll-free numbers help customer service? You can follow any responses to this entry through the RSS 2.0 You can leave a response , or trackback from your own site.

2010 40

2010 Customer Service Restaurants Etiquette 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.

Customer Service 40

Customer Service Etiquette 2006 2009 40

Service Untitled

MARCH 2, 2010

Up until a few weeks ago, I had never been to a Wachovia Bank, but special circumstances for an ailing relative brought me there. Their ability to immediately contact their legal department to help me set up the account correctly gave me the confidence I was not able to find at another financial institution earlier in the day.

Credit Card 40

Credit Card Customer Service 2004 2008 40

Service Untitled

OCTOBER 28, 2010

Answering a question about my in store experience buying copier toner by rating the display on a “one to ten&# scale doesn’t necessarily reflect my experience that on this particular visit the display was moved to another part of the store, set up differently, and it took me twice the amount of time to find the toner colors I needed.

Customer Service 40

Customer Service Office Depot Purchasing Etiquette 40

Service Untitled

APRIL 28, 2009

They might take you up on it.) If you wanted to get really involved, you could offer to fly the volunteers to wherever your office is and put them up in a local hotel for a night or two as well. Alternatively, a quick (personal) phone call from someone high up at the company can make a lasting impression as well.

Credit Card 40

Credit Card Customer Service Gifts Etiquette 40

Service Untitled

APRIL 8, 2010

Not only does that have the potential for costing a business huge losses, but it is indicative of an agent who just wants to get off the phone or out of a situation without mediating or solving the problem logically and fairly. Is customer service commensurate with price in real estate sales? If I shop at Walmart for a pair of denim.

Customer Service 40

Customer Service Training Etiquette Confidence 40

Service Untitled

FEBRUARY 12, 2010

The client had very long hair; the foils were almost all applied, and her cell phone rang. The receptionist volunteered to drive to the client’s home, pick up the piece the student needed and take it to her child’s school. The mom couldn’t leave the salon with bleach and tin foils.

Customer Service 40

Customer Service Etiquette 2010 Interviewing 40

Service Untitled

JUNE 30, 2010

Maximizing Social Media: Part 1 of 2 When we were kids we use to construct a “phone. Engaging customers with social media while building customer service Customer loyalty generally follows outstanding customer service. At a local. Maximizing Social Media: Part 2 of 2 To see part one of this series, click here. Networking.

Customer Service 40

Customer Service Social Media Mentoring Etiquette 40

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. The web site is divided into 13 different categories with over 100 subcategories, ad free, and personalized shopping.

Customer Service 40

Customer Service Etiquette Negotiating Clothes 40

Service Untitled

FEBRUARY 17, 2010

Oftentimes, you’ll come up with reoccurring problems that need to be addressed. Do you want problem solvers who might be a bit more difficult to reach on the phone (because they are solving problems) or people who are always available to answer the phone but not empowered or capable of a wide range of problem solving.

Customer Service 40

Customer Service Etiquette 2010 Social Media 40

Service Untitled

SEPTEMBER 24, 2010

The story made headlines throughout the nation, and it brings up some interesting points. Shouldn’t any responsible business have at least a back-up generator for emergencies? Make sure to enter the caller’s name, phone number, and/or email address. Notate the case accordingly.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

OCTOBER 7, 2010

Right up to our CEO, we feel that customer service is really a business driver and a lot of businesses feel that it is a cost. 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. Or they can continue to stay in the voice response menu.

Interviewing 40

Interviewing Customer Service Social Media Credit Card 40

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. Social Customer Service – A completely different animal? Maximizing Social Media: Part 2 of 2 To see part one of this series, click here. Networking.

Social Media 40

Social Media Customer Service Etiquette 2010 40

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.

Interviewing 40

Interviewing Customer Service 2010 Etiquette 40

Service Untitled

SEPTEMBER 3, 2010

Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? Question: How do you approach hiring new people versus promoting from within? It doesn’t matter who receives your call.

Interviewing 40

Interviewing Customer Service Credit Card Promotion 40

Service Untitled

MARCH 22, 2010

This very successful store’s unique business practices and philosophies have been written about in countless books and magazines over the years and from visiting the store or dealing with them over the phone or online, you can tell why. A system that makes special orders simple is a system that helps promote customer service.

Customer Service 40

Customer Service Policies Purchasing AT&T 40

Service Untitled

AUGUST 26, 2010

Divided up by divisions? We have business contingency plans for each one of our card products that allow all of us to essentially back each other up. Then we do a phone interview to learn about the applicants service attitudes or ethos. Just a little bit of everything goes to each place? Answer: It varies.

Interviewing 40

Interviewing Customer Service Credit Card Networking 40

Service Untitled

APRIL 16, 2009

The company doesn’t find it profitable to help customers on an individual service basis, so they make you purchase more services to hike up the per visit/transaction charge. The company doesn’t want to bother doing whatever for whatever the relatively low price point they set is, so they implement a minimum service charge.

Customer Service 40

Customer Service AT&T Policies Expenses 40

Men With Pens

NOVEMBER 19, 2009

Just come up with 3 or 4 niches that you actually give a damn about. One of the best benefits of spreading into other niches is how you’ll come up with out-of-the-box ideas on how to one-up the value you offer to your existing customers in your main niche. Take @Pat (up there in the comments) for an example.

2009 40

2009 AT&T Gifts Training 40