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March 16th, 2010 by Peggy Carlaw
Customer Service and Social Media
Social media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it can be a positive generator of customer satisfaction and sales. For example @DellOutlet has generated over 1.5 million followers and $6.5 M in sales on Twitter since they first launched in June, 2007. Why? Twitter provides an easy and quick way to for customers to get service . . . and they save money by being alerted to the latest sales!
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Tags: customer, customer experience, customer service, customer support, delloutlet, Don, England, Performance Improvement, poor customer service, service, Twitter, united airlines, YouTube Posted in Customer Service & Support, Industry Issues & News | Add Comments »
March 4th, 2010 by Vasudha Deming
I received a call today from a client who recently completed Impact Learning Systems’ customer service training program for tech representatives: Getting to the Heart of Technical Support™.
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February 24th, 2010 by Vasudha Deming
For as long as I’ve done customer service training, clients have asked for guidance on how frontline employees can best manage their time and tasks. Never has this issue been more urgent (and confusing), however, than in the last year or so. With nearly universal adoption of technology such as Instant Messaging (IM), opt-in alerts, Twitter, and more, employees and their managers are struggling to strike the right balance between “caught up” and “caught in.”
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February 18th, 2010 by Peggy Carlaw
Customer Service—the Customer’s Way
While driving down the road the other day, I heard the following commercial on the radio:
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February 8th, 2010 by Malcolm Carlaw
There’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged.
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January 15th, 2010 by Vasudha Deming
Years ago, a mentor told me that she never buys from someone who doesn’t ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered my confidence; the notion of “asking for the sale” seemed to indicate competence and expertise. It has informed my selling—and buying—ever since.
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January 7th, 2010 by Peggy Carlaw
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain.
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January 4th, 2010 by Monica Postell
I love technology and its many promises but sometimes I wonder: Is it really a boon to my work or is something closer to the bane of my existence?
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January 2nd, 2010 by Peggy Carlaw
 Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software. Read the rest of this entry »
January 1st, 2010 by Vasudha Deming
I’m writing this blog post on January 1, the universally acknowledged (if technically unofficial) day of goals, aims, and resolutions. We all set them, and at the moment that we do, we’re bursting with hope, determination and enthusiasm. It turns out, however, that these good intentions are generally not enough to carry us through to the actual achievement of our goals.
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