Customer Service:

Content Related to Customer Service



• 	The Nordstrom Way to Customer Service Excellence Nordstrom is arguably the benchmark in customer service excellence. During today's economic crisis, remaining a customer-focused organization is more crucial than ever. Robert Spector, author of the book The Nordstrom Way, is the only journalist ever given up close access to the inner workings of
  Tags: customer service | customer engagement | customer management

• Celebrate People Skills for National Customer Service Week National Customer Service Week brings well deserved attention to dedicated customer service and technical support reps and all that they do.  To that end, I pledged a few weeks ago to write at least one customer service post each week to honor the people and the field of customer service. This post is the 2nd in the series in preparation for National Customer Service Week. Celebrate People-Skill....Read more

  Contributor:  Kate Nasser Tags: National Customer Service Week | Kate Nasser | people skills 09/09/2010  12:00:00 AM EDT

• 5-Step Plan to to Get Employees Invested in Your Metrics Shyam Kumar is the Client Engagement Manager at UP! Your Service, a leader in building service cultures for companies. Kumar has recently been writing about engaging employees in service metrics. In this article, he outlines a five-step process to get employees invested in your service metrics. The original post can be found here. Employees often don't care about service targets because....Read more

  Contributor:  Shyam Kumar Tags: Customer Service Metrics | Customer Service | Employee Buy-In 06/02/2011  12:00:00 AM EDT

• Customer Service Design Flaws Call me­ a whiner and I will wear that badge publicly any chance I get. I travel a lot; 70,000 airline miles and 70-plus nights in hotels over four months. This has presented me with the opportunity to have seen the best and worse of airlines, hotels, rental cars, restaurants and wireless service. I don’t let poor service slide by as my professional purpose is to improve service. Before I g....Read more

  Contributor:   Tags: Customer Experience | Customer Service | International Customer Service 04/29/2011  12:00:00 AM EDT

• 	Interview with Customer Service Extraordinaire Kristina Evey Kristina Evey wants you to wake up to your customer’s call. In the current economy we can no longer afford to be sloppy with our customers. Evey feels providing customer experience is a lost art. She sees part of the problem as the lack of top-down focus on the customer. We are still at square one.
  Contributor:   Blake Landau Tags: customer service | customer service excellence | customer experience 01/11/2010  12:00:00 AM EST

• Key Considerations for Implementing an Online Knowledge Base “The shortest distance between Point A and Point B is a straight line. The shortest distance between a customer with a problem and a customer with a solution to that problem is Google." What’s a Knowledge Base? Simply stated, a knowledge base is a searchable repository of information. As the Web has evolved, the phrase has generally become understood to mean a Web page that all....Read more

  Contributor:  Jay Grady Tags: knowledge management | customer relationship management | CRM 04/22/2009  12:00:00 AM EDT

• 	A Customer Service Webcare Make Over: How UPC Got Its Groove Back Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this virtual case study, Vermaat spills the secrets
  Tags: UPC | Andre Vermaat | customer service

• 	A New Age in Customer Loyalty In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some
  Contributor:   Blake Landau Tags: building customer loyalty | customer loyalty | customer loyalty research 08/25/2010  12:00:00 AM EDT

• A Solution to the Social Media Call Center Conundrum If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around social media, and how do you integrate it into your call so that it's a media, marketing or call center channel for interac....Read more

  Contributor:  Keith Fiveson Tags: social media | call center | social media strategy 11/11/2009  12:00:00 AM EST

• The Best Service is No Service
  

  By Bill Price and David JaffePublished by Jossey-Bass on March 21, 2008.With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe a paradigm shift that moves the emphasis from accepting dema....Read more
  

  
  Contributor:  Book Review
  Tags: David Jaffe | Amazon | Bill Price
  02/17/2009  7:03:00 AM EST

• Call Center Customer Woes: Your Call Is (not that) Important to Us Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about a call center industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls to call centers each year. Whether it's the i....Read more

  Contributor:  Emily Yellin Tags: call center | call center technology | outsourcing 04/29/2009  2:07:00 PM EDT

• Every On-time Departure, Every Bag and Every Customer Interaction Really Counts In a recent report, US Airways was ranked number one in customer satisfaction among major network carriers. More impressive, the airline accomplished a rare trifecta: In addition to being ranked number one in customer satisfaction, it also ranked number one in baggage handling and on-time performance. In this interview Christopher Elliott speaks with Kerry Hester, United’s vice presi....Read more

  Contributor:  Chris Elliott Tags: customer satisfaction | customer service satisfaction | customer service 08/04/2010  12:00:00 AM EDT

• The Zen of Customer Service Humor me for a minute. Take a long, slow breath in as you read this. Now, take your time and exhale slowly, blowing a steady stream of air. That wasn't Zen; it was just breathing. But it felt good, didn't it? To me Zen conjures up feelings of tranquility and images of quiet, contemplative sitting and of harnessing the mind to meditate on the meaning of life...or customer service. ....Read more

  Contributor:  Monica Postell Tags: customer service representatives | customer service | customer interaction 07/26/2010  12:00:00 AM EDT

• The Customer Experience IS Your Brand Ensuring consistent delivery of the brand experience on the front lines of customer service has remained elusive for many companies. Airlines promise no-hassle traveling, and then make their customers deal with short-tempered flight attendants and customer service agents who cannot offer acceptable solutions. Software companies promise unparalleled customer experience, then only provide online access to ....Read more

  Contributor:  Nancy Porte Tags: contact center | customer satisfaction | call center 05/26/2010  12:00:00 AM EDT

• Emotional Contagion: The Key to Successful Customer Interactions I was having a bit of a frustrating day the other day. I woke up on the wrong side of the bed…a little late. My alarm hadn’t gone off. I had only two minutes to get ready if I wanted to be there on time. Of course I hit traffic on the way there. Groggy and discombobulated, I stumbled into work. The day would have been destined for failure if I hadn’t encountered some positive influ....Read more

  Contributor:  Brooke Musterman Tags: customer experience | customer service | frontline agents 08/09/2012  12:00:00 AM EDT

• 	The UPC Story: An Interview with Customer Experience Exchange Speaker Andre Vermaat at UPC Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this podcast, Vermaat spills the secrets of what
  Contributor:   Customer Management IQ Tags: customer care | web care | customer service 01/15/2010  12:00:00 AM EST

• 	Earn Your Customer's Rave: The Five Decisions of Beloved and Prosperous Companies Beloved companies create an indelible bond with customers. They become a part of their lives. Devoted customers grow business, telling everyone they know on Twitter, Facebook, chat rooms and hundreds of Web sites every day that these companies are worthy of their business. What is behind achieving
  Tags: customer service | customer | call center

• 	Explosive Call Center Innovation Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next service
  Tags: call center | innovation | Marriott

• Defining Trust in Customer Strategy—Call Centers and Beyond Vampire Bats and Customer StrategyA few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine the bewildered....Read more

  Contributor:  Art Hall Tags: value to the customer | call time | customer trust 07/29/2009  5:12:00 PM EDT

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