On The Job

DECEMBER 1, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Tuesday, December 1, 2009 Will This Tough Job Market Change Generation Y? Roberta Matuson www.yourhrexperts.com December 1, 2009 10:51 AM Anita said. Bret, I interviewed Prof.

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On The Job

AUGUST 19, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Wednesday, August 19, 2009 Julia Childs Passion Brings Employees Together I recently saw the movie "Julie/Julia," and was so inspired I made Julia Childs roast chicken the next day.

2009 100

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On The Job

OCTOBER 7, 2010

In October 2009 — when thousands of people were losing jobs — Woody was hired as communications manager for Association Headquarters Inc. Then, when I got the interview, I really stepped it up. It made the interview feel more like a conversation, rather than an interrogation." in Mount Laurel, N.J.

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The Small Business Blog

NOVEMBER 23, 2009

Small Business World News Round-up – 209/11/24 by Stefan Töpfer on Nov 24, 2009 Here is this week’s news round-up for home business, micro business, sole-traders, freelancers, self-employed and any one who is interested in small business news from around the world. One small business financing alternative is the private lender.

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On The Job

AUGUST 3, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Monday, August 3, 2009 Has Workplace Loyalty Gone to the Dogs? August 3, 2009 9:05 PM Anita said. August 4, 2009 4:22 PM Wally Bock said. August 5, 2009 7:25 AM Anita said.

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Service Untitled

MARCH 31, 2010

Curious as I was since reading this, and since journalism and real estate both encompass miles of traveling, I intentionally stopped at various different toll booths along the Florida Turnpike yesterday and today and conducted a quick survey among the toll collectors.

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Customer Service Etiquette 2008 2009 40

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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Fax Time Zones IAAP 2009 100

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Consider a customer satisfaction survey as an example.

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Service Untitled

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

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

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Credit Card Customer Service 2009 Travel 40

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

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Customer Service Etiquette 2006 2009 40

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

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Customer Service Etiquette 2006 2009 40

Service Untitled

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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Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

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Credit Card Customer Service Etiquette 2006 40

Service Untitled

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

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

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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Service Untitled

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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Customer Service Etiquette AT&T 2006 40

Service Untitled

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

Service Untitled

MARCH 20, 2009

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

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Customer Service Etiquette 2006 2009 40

Service Untitled

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.

Customer Service 40

Customer Service 2010 Suppliers Etiquette 40

Service Untitled

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

Service Untitled

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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Service Untitled

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

Service Untitled

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.

Customer Service 40

Customer Service Etiquette Phones 2006 40

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

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Customer Service Holidays Etiquette 2006 40

Service Untitled

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

Men With Pens

DECEMBER 13, 2009

Henri ( @henrijunttila ) December 14, 2009 at 3:33 am I don’t even have a degree, but after reading this it feels like I do. How to Overcome Procrastination Reply Bothersome Words ( @BothersomeWords ) December 14, 2009 at 5:12 am Long-time lurker, first-time commenter here. 69 Responses to “Is Your Education Useless?&#

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Service Untitled

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

Service Untitled

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.

Customer Service 40

Customer Service Etiquette AT&T 2006 40

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.

Customer Service 40

Customer Service Phones Promotion AT&T 40

Service Untitled

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).

Customer Service 40

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On The Job

AUGUST 26, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Wednesday, August 26, 2009 What Can We Learn From the Bad Job Market? August 26, 2009 10:33 AM Susan P Joyce said. August 26, 2009 10:33 AM Anita said. Are you burned out?

Learning 100

Learning 2009 Social Media Networking 100

On The Job

SEPTEMBER 22, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Tuesday, September 22, 2009 4 Strategies to Help You Get More Money This Year Are you going to get a raise this year? September 22, 2009 12:08 PM Anita said. Im serious. Keep a copy.

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Salary 2009 Negotiating AT&T 100

On The Job

JULY 2, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Thursday, July 2, 2009 Do Bad Managers Make Us Perform Better? July 2, 2009 1:44 PM Anita said. July 2, 2009 1:55 PM Jennifer said. July 6, 2009 1:17 PM Rick Saia said.

Management 100

Management 2009 2005 AT&T 100

On The Job

JUNE 18, 2009

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Thursday, June 18, 2009 Are You Afraid to Take a Vacation This Year? June 18, 2009 10:12 AM Anita said. June 18, 2009 10:58 AM David Benjamin said. Amber, Work for free?

2009 100

2009 Stress Cubicle AT&T 100