scripts

AT&T customer service employee saves customer’s life

March 11, 2010

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 [...]

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Should customer service go retro?

February 2, 2010

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. [...]

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Attract and keep customers with relevance

February 2, 2010

Jim Logan, chief marketing guru at TeamLogan.com had some useful comments recently about interruption marketing that relate perfectly to what we talk about here at AmazingServiceGuy.com. First, he debunks the myth that cold calls are always a bad thing. He does this by focusing on the reason for the call rather than the delivery channel. [...]

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Customer Retention Tip: Let your employees be real

September 30, 2009

Too many managers think they can plan and script and train employees how to handle every customer situation. It’s even worse with offshore call centers. As a customer you can tell when these people are forced to use scripts. It can be a painful process to participate in.  And it’s a massively ineffective way to [...]

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For better customer service forget scripts and steps

September 24, 2009

Here is your Daily Dose of Amazing Service: Forget scripts and steps And here are some additional thoughts on this topic… General George S. Patton liked to say: “Don’t tell people how to do things. Tell them what to do and let them surprise you with their results.” And he was right. In the world [...]

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Customer Service Advice: Lose the Scripts. Hire Friendly.

June 2, 2009

The secret to improving customer service (and therefore, increasing customer loyalty) is simple: Hire friendly people and don’t make them use scripts.  In the past few weeks I’ve experienced both sides of this coin. I’ve had to deal with my share of customer service robots.  Too many of these people use scripts like life-support. They’ve [...]

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