This morning Dell is hosting a Customer Service Think Tank in Austin. It get started at 9:00 am and end at 5:00 pm. We will be talking about these topics: Social Service Internal Challenges Future of Service Unconference topics (we will choose these on the fly) You can join us on Twitter and Google Plus using the hashtag: #WinningService Or experience the livestream here. I posted more information on topics and participants last week. Please join us!
Customer Service News
Customer service in the news. News, events, conferences and more about whats happening in the world and how it relates to customer service.
This Wednesday (June 20) the city of Stateline, NV will host a customer service seminar conducted by Laura Moriarty of Tahoe Training Partners. She will talk about customer service basics in this seminar called “The Customer Connection”. This customer service training session will be held from 8:00 to 11:00 am at the Lake Tahoe Visitors Authority building. Topics covered by this workshop: (Photo credit: Jonathan Gray.)
While politicians use the state of the economy to serve their ends in a US election year, most of us just want things to get better. And, according to some people, things are improving. Steve Higgins, writing for advisors4advisors.com reveals numbers he believes indicate an improving economy. A quick search on Google News shows quite a few positive articles on how and why the economy is doing better. Also, Google Insight for Search shows a sharp increase since December 2011 of people in the US doing searches on the phrase: ‘improving economy’. While reading articles and posts about this trend, [...]
In March, the Multi-Channel Virtual Contact Center Conference will be held. As a virtual conference it will enable people from all over the world to participate without incurring travel costs or time. The conference, presented by CRMXchange, Yankee Group and Vanguard Communications, will focus largely on best practices in improving customer loyalty as well as customer retention. From the conference organizers: “The virtual conference allows contact center teams to participate in expert-led, live workshops without incurring travel costs or time out of the office. And, if the times and dates are not convenient for all those who wish to attend, [...]
Cyber Monday and Black Friday. By now we have all heard stories about how crazy these shopping days can get. And this year is no exception. From $199 flat screen 42 inch TVs to pepper-sprayed customers, to employees protesting the early start times, Black Friday and Cyber Monday have become an annual shopping experience unlike any other. We know the deals are what drive these two crazy consumer days. But what about customer experience? How much do people enjoy these days? Does customer service get kicked to the side like unwanted litter? Or are stores actually delivering an acceptable level of [...]
Whew! Black Friday 2011 is now behind us. We can all relax and catch our breaths. And then get on with the rest of our holiday season. Personally, I think the whole idea Black Friday is way over done. But that’s just my personal opinion. What’s important (much more important than my personal opinion) is that it’s a very real phenomenon. And it’s (apparently) here to stay. So when I think of Black Friday I can’t help wondering how the day went for most people. Was it a good customer experience? A bad one? Somewhere in the middle? Was it [...]
Recently new legislation was passed that requires restaurant companies with 20 or more locations to publish calorie counts of the food they serve. They’re also required to make information on sodium, carbs and fat available at a customer’s request. It’s about time! If you know me, you know I’m no fan of over-regulating our businesses. But I do believe laws like this are useful when they help an industry make changes that benefit most (in my opinion, all) of their customers. Health and nutritional advocates have been pushing this for years. But a law like this offers the level playing [...]
Here’s a perfect example of why companies should hire smart people who care. Recently an AT&T customer was talking with their customer service service department. He started having symptoms of a heart attack and eventually passed out during the call. Rather than hang up (because the customer became non-responsive) the AT&T employee (Kelly Hart) knew something was wrong so she called 911. The customer ended up in the hospital with a stent in a major artery. When he got out he let AT&T know what a wonderful person they have working for them. In fact, he and Ms. Hart finally [...]
Recently we reported on the president of Brazil’s decree that companies operating in his country will meet certain standards in how they deal with customers. While I’m not a fan of increasing government regulation I like the idea of making customer service standards a big deal. That’s what Tata Indicom has done. Even better, they’re telling their customers about it. They have made five specific promises to their customers in these areas of service: 1. Call drops (More than 1.5% and you get cash back) 2. Billing disputes (72 hour resolution) 3. Call backs (No waiting on hold more than [...]