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NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

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Laughing all the Way to Work

SEPTEMBER 20, 2009

© Copyright Patricia Robb 2010 20 September, 2009 The Advertising Game Advertising is effective thats for sure. I understand a company would be interested in knowing why people unsubscribe so they can improve their business, but a quick voluntary survey back would have been more appropriate. September 21, 2009 Patricia Robb said.

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MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. Canada and Mexico.

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Customer Service Etiquette 2006 AT&T 40

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JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

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Customer Service Etiquette 2006 2009 40

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OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. When companies are not aware of the positive and negative, can it be perceived by customers and clients that the company or service just doesn’t care enough to answer?

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Social Media Customer Service Etiquette 2010 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

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JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes. .&#

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MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience.

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OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. . “I think Toyota did a good job, and its stock price shows the market shares the same view,&# stated Kazutaka Oshima, president of Rakuten Investment in Tokyo in February of this year. That has been the lowest rank for Japanese car makers in 24 years.

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Customer Service 2010 Suppliers Etiquette 40

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AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

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USPS Customer Service Etiquette 2006 40

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MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day. Disney does a lot of research.

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Customer Service Etiquette 2006 Holidays 40

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APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites.

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Credit Card Customer Service Gifts Etiquette 40

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APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

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Office Depot Customer Service Etiquette 2006 40

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MARCH 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

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Customer Service Etiquette Phones 2006 40

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FEBRUARY 26, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. Service Untitled The blog about customer service and the customer service experience.

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Customer Service Etiquette AT&T 2006 40

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SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience.

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Customer Service Etiquette 2006 Restaurants 40

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JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

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Customer Service Agenda Etiquette 2006 40

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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.

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APRIL 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Minimum Service Charges Douglas April 16, 2009 Customer Satisfaction 6 Comments I was going to hire a company today to do something fairly simple that would have cost about $45 (that was the advertised price).

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