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Peter DeHaan

The Only Constant is Change

As I look back, I see how things have changed. I have changed, my family has changed, technologies have changed, my business has changed, and the industries I work in have changed. In today’s business environment, a culture of change is essential for every organization. In my younger days, I would recommend change for the […]

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Peter DeHaan

Are You Really Too Busy? Seven Steps to Reclaim Your Life

Perhaps you’ve heard this story. Imagine you’re sitting in a college class. It’s one of those big classrooms, with tiered seating, able to accommodate hundreds of students. The class is assembled in expectation; what will the prof do today? At exactly 8 o’clock, he strides in and without acknowledging the classes’ presence, reaches under the […]

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Peter DeHaan

False Assumptions

When people ask what I do for a living, I reply that “I publish magazines and websites for the call center industry.” Their responses are varied, as well as interesting. For some people, their eyes immediately glaze over, and they change the subject. Others key in on the word “publish,” offering to submit their writing, […]

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Peter DeHaan

Dealing with Cancellations

How does your company handle cancellations? Do you allow anyone to process terminations, quickly and without hassle? Or do you have a specific “cancellation” strategy, with a team assigned and trained to follow an exact protocol? Either approach has its strengths and limitations; both fall short of the customer’s best interest. I once signed up […]

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Peter DeHaan

Guilty Until Proven Innocent

Key Lessons in Customer Service When my internet service goes down, I seldom call customer service to report it. I simply don’t have the time to waste with my provider’s nonsensical troubleshooting process. Instead I usually wait in hope that someone else will report the outage and achieve a timely resolution. This hasn’t always been […]

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Peter DeHaan

“One Moment Please, While I Disconnect Your Call”

The track record of receptionists successfully transferring calls is not good. In fact, based on my experience, successful call transfers actually occur less than half the time. The most common result is being disconnected. The receptionist attempts to transfer your call, but there is no ringing and no music on hold. As you listen to […]

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Peter DeHaan

Dealing with Change

By Peter Lyle DeHaan , PhD Change happens. And the rate of change seems to be accelerating. We experience change at home, at work, and in our community. Change happens in our country and around the world. When considering change, there are three general truths: change is opposed, change is loss, and change is mourned: […]

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Peter DeHaan

Call Center 101

By Peter Lyle DeHaan , PhD I receive calls and emails from people who want to start a call center or contact center. I used to spend quite a bit of time with them discussing the nuances, ramifications, and challenges of starting a contact center. (They would already be optimistically filled with the upside, so […]

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Peter DeHaan

A Contrast in Customer Service Outcomes

By Peter Lyle DeHaan , PhD In Customer Service is a Strategy, Not a Slogan, I put forward the question: Do you actually provide quality customer service or just brag about it? I then offered a comparison study, based on personal experience in the area of automotive repair. Here is another consideration from the retail […]

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Peter DeHaan

Customer Service is a Strategy, Not a Slogan

By Peter Lyle DeHaan , PhD Does your organization make customer service a priority? I expect that it does. In fact, I suspect that the phrase “customer service” is found somewhere in your mission or vision statement, etched on a wall plaque, proclaimed in your marketing material, and oft orated by upper management. However, as […]