Archives

What is your customer service pet peeve? Is it phone trees with no end? Is it providing the same information three times to the same company prior to completing a purchase or making an application? Maybe it’s the contrast of the great attention you receive when the company tries to get you as a customer […]

Immediacy. That’s what it’s about. Immediacy. In the just published Customer service goes social in India article, a survey showed that consumers in India are using Social Media to complain directly to companies (not just about, but to companies). Their rate of interaction (44%) directly with companies is much higher than in the UK and […]

I don’t promote scripting, because too many companies take it literally in that they force their employees – without the least bit of sincerity – to make the same statements over and over and over again to the customer. “Did I deliver great service today?" “I hope I provided excellent customer service.” Customers can sense […]