Peter
DeHaan's
Articles
 Peter DeHaan is
publisher of
Connections Magazine (for Teleservice call centers) and
AnswerStat
magazine (for hospital and medical related call centers). He also
specializes in custom publishing and Internet publishing. Read his blog at
http://blog.peterdehaan.com and contact him at Peter@PeterDeHaan.com.
Is Customer
Service a Phone Call Away?
Looking Behind You to
See What's Ahead
Finding a Good
Manager
The Trials and
Triumphs of Telephone Support
The Saga of a
Telemarketing Failure
The Total Cost of
Ownership
Book Review: The Slave
Across the Street
Book Review: The Napkin, the
Melon & the Monkey
Social Media: Opportunity or
Distraction?
Weak Links in Customer Service
Don't Make Me Have To
Get Mad
It's 3 AM - Do You
Know Where Your Data Is?
Does Anyone Really
Like Speech Recognition?
Your Call Center on
Autopilot
Channel Inconsistency
False Assumptions
A Shocking Experience
Dealing with
Cancellations
Guilty Until Proven
Innocent
"One Moment Please,
While I Disconnect Your Call"
False Alarms and
Other Considerations
So, You're Being
Acquired
Bombay Calling
Beware the EBR
A Contrast
in Customer Service Outcomes
The
Politics of Calling
A Lesson in
Futility
Call Center 101
The Effects of High Unemployment
They Just Don't Get It
Dealing with Change
Your
Company's Future May Be Online
Howdy Pardner!
The Secret to Successful Joint Ventures and Strategic Partnerships
Let’s
Watch a Movie
The Opportunity
to Change
The
Threat of “Do-Not-Mail”
When
Shall I Check Back With You?
Why Area
Codes Change
Under
the Influence
We're
on a Mission
A
Word is a Powerful Thing
The
Write Stuff
It’s
Time to Give
The Perfect Answer
The Truth About Interactive Voice
Response (IVR)
The Future is Now: Learning from
Netflix
Peter’s
Law of Reciprocity
The
Impending “Do Not Market” Threat
Check
Your Email
I’m
Busy
It’s
Your Move
The Net Results
The
Ripple Effect
Let’s
Get Personal
How
to Churn Employees
I Want
to Buy Some Shoes
Anything for a Sale
A
$175 Oil Change
An
Eye For Customer Service
The
Art of Delegation
Beam
Me Up Scotty
Counting
Chickens
Customer
Service is a Strategy, Not a Slogan
Customer
Since 1978
A
Different Perspective on Health Insurance
How
Can I Get More Sales
It's
All Virtual
It's
Nothing to Sneeze About
Learning
from History
A
Little Help From My Friends
A
Matter of Perspective
My
Career in Broadcasting
The
Myth of Self-Service
The
Only Constant is Change
The
Power of a Compliment
Providing
Quality Service
The
Pursuit of Perfection
Put
the Customer Back into Customer Service
Shoot
the Puck
The
Truth About College
Watch
Your Attitude
What
I Learned on My Summer Vacation
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