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JULY 21, 2011

The sheer volume of businesses and the popularity of online shopping just make traditional ways of evaluating customer service dinosaurs of the past, hence the arrival of independent companies who generate measurements to assess customer service experiences we all hope or dread as we go about our online shopping moments.

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Customer Service Verizon Phones Training 40

Customers Rock!

MAY 10, 2012

I have attended two of these events in the past – as a Lithium customer (Verizon). Good News for Social Customer Service. I was happy to see a renewed focus on both sides of social business – customer service, as well as marketing. Here are some of my key takeaways.

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Verizon Social Media Customer Service 2012 100

Customers Rock!

JANUARY 24, 2012

There are many ways to measure the success of social media at an organization. One of the largest areas where companies can find significant returns on their social media investment is in customer service and the use of online branded communities. Other costs are not quite as obvious.

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Social Media Verizon Customer Service 2012 100

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JANUARY 17, 2011

Rachael Parcht, customer service representative for AT&T may have just been having an incredibly bad day, but that hardly can be viewed as an excuse for her terrible conduct on Twitter. Customer service is also based on civility, and rudeness is expensive. photo credit: jeamariemarien. photo credit: jeamariemarien.

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Customer Service AT&T Self Esteem Verizon 40

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NOVEMBER 24, 2010

The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Their website does not offer a customer service phone number.

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Holidays Verizon Customer Service Policies 40