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Kate Zabriskie

5 Signs it’s Time to Say ‘Goodbye’ to Your Customer

And How to Breakup the Right Way By Kate Zabriskie Goodbye customer! It’s nothing personal (at least not usually). Sometimes customers’ expectations can’t be met, other times customers require an inordinate amount of time, and on rare occasions, a customer’s behavior may expose an organization to undue peril. When any of those situations occur, it’s […]

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Peter DeHaan

The Myth of Self-Service

By Peter Lyle DeHaan, PhD The idea of self-service has existed in many industries for years and even decades. This includes self-serve gas pumps, checking your own groceries, buying airline tickets online, and banking. Gas Stations First, let’s consider gas stations. Unless you are a 30-something driver or younger, you probably remember the days of […]

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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

By Peter Lyle DeHaan, PhD 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 […]

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Peter DeHaan

Guilty Until Proven Innocent

By Peter Lyle DeHaan, PhD 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 […]

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Kate Zabriskie

Connecting with Customers Through the Keyboard: Getting Your Chat Service Right

By Kate Zabriskie Customer: Hi, I’m having a problem with my bill. I’m being charged 50 dollars more than what I expected. Could someone please help? I’m finding this very frustrating. Thank you. Chat Agent: Hello! Glad you are chatting with me this morning! This is Matt. What can I do for you today? Customer […]

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Peter DeHaan

“One Moment Please, While I Disconnect Your Call”

By Peter Lyle DeHaan, PhD 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 […]

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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 […]

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Kate Zabriskie

They Did What?

Coping Effectively With Customers Who Behave Badly By Kate Zabriskie Polite Notice: When it’s your turn, if you are talking on your cell phone, we will help the next customer. If you make a mess on the kitchen counter, wipe it up. If you use a dish, clean it. If the dishwasher is full of […]