Tag Archives: Service

The Key to Better Customer Service – Pay it Forward!

July 5, 2011 – 10:07 am

How many times can you recall in which you complained to a server, call center agent or salesperson? Probably too many to recall; conversely, how many times have you spoken to a manager or written a letter to compliment service that went above and beyond or simply reflected well upon the individual and company?   It […]

By James Koller | Posted in Customer Experience | Also tagged , , , , , , , , , , , | Comments (2)

These Are a Few of My Favorite (Customer Service) Things

June 28, 2011 – 10:34 am

I’ve spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things I’ve heard when listening to live and recorded calls.  Some have made me laugh, some have made me cringe, and some have almost made my hair stand on end.  You may […]

By Teresa Sinel | Posted in Contact Center Best Practices, Customer Experience, Customer Retention | Also tagged , , , , , , , | Comments (21)

What do Sunscreen and Customer Service Have in Common?

May 2, 2011 – 8:50 am

Today, we define the customer experience as a complex maze of myriad options for engaging a customer.  It is easy to lose sight of the fact that the most important aspect of the customer experience is the one they have with a company’s employees.  An IVR with voice recognition is a nice toy, but a […]

By James Koller | Posted in Customer Experience, Customer Retention | Also tagged , , , , , , , , | Comments (0)

Customer Experience Common Sense

March 10, 2011 – 8:14 am

I recently read an article on 1to1 Media titled Customer Experience Common Sense: From 1 to 6 by Bruce Temkin, who is one of my favorite customer experience authors. He writes a blog called Customer Experience Matters, which I subscribe to – and look forward to his posts. In this article, he shares six pieces […]

By Erika Blanchard | Posted in Customer Experience, Social Media | Also tagged , , , , , , | Comments (0)

Keeping Service in the Spotlight

January 4, 2011 – 8:26 am

We can teach many things when we’re coaching our customer service representatives to deliver excellence, but one of the most difficult challenges we face is how to articulate what superior service should look like, sound like, and feel like to the customer.  Exceptional service has a face, a sound, and resonates emotionally with the customer, […]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Retention | Also tagged , , , , | Comments (2)
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