Articles tagged: "auto attendant"

Should customer service go retro?

by Kevin Stirtz


In MetroNews.ca today, Charles Davies proposes a radical change to how organizations handle their customer service. He says they should ditch the automated phone technology and go back to having real people on the phones:

“The idea is simple: Get rid of automated telephone systems and bring back the switchboard.”

He makes a good point. Though technology can offer certain productivity gains, we all know how much frustration it can heap on customers trying to get things done. But then he goes on to make an even better suggestion:

Posted in All, ExperienceComments (1)

Connect to your customers on their terms

by Kevin Stirtz


Smart companies today are connecting better with their customers. Rather than focusing on how to cut costs they are focusing on giving their customers a better experience. When you do this you’ll increase customer loyalty which should lead to higher revenue, more profits and a healthier company. (Cutting costs can never do this.)

And you can only do this by

Posted in All, LoyaltyComments (0)

Customer Service Quote for September 9, 2009

by Kevin Stirtz


To begin with, that use of automation on the phone lines is a bad move. Call centers are designed to get ‘em on the line, get ‘em off the line. But what companies forget is that customers know when they’re being treated badly. And when you’re not treated well, you’re going to go somewhere else or make the company pay.

-Ann Humphries

Posted in All, TipsComments (0)

Service Recovery

5 Steps to Avoid “Doing a Toyota.”

When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

Technology

Peachtree knows that customer service is cool

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

Feedback

Focus on customer service in 2010 (finally?)

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well.

Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

1. Brands are using a focus on customers as a competitive differentiator in their advertisements.

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