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Before we prepared lunch for the kids yesterday, I was forwarded an article from Advertising Age this week, A Digital Conference With Some Humility: Day 2 . In it, editor Matthew Creamer highlighted some of the action at the recent Ad Age Digital Marketing
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Don Tennant of ComputerWorld has an interview this week with Steve Schuckenbrock of Dell Computer in his article, Q&A: Dell exec addresses service woes in run-up to IT-as-a-service launch . Tennant caught up with Schuckenbrock, the president of their
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NJ.com (The Times site) has an article this week, How to Get Some Satisfaction Customer complaints can pay off with several basic steps by Greg Saitz... "It's likely almost every adult resident of New Jersey has felt stepped on and ripped off, insulted
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In the article "The Future of Customer Service" on msnbc.com (from - Entrepreneur.com), writer Sarah Pierce looks at the impact of the Internet and now-ubiquitous mobile technology on consumer expectations of customer service. We've come a long way in
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With a tip of the hat to Kenny Rogers 1979 hit , of interest is this article a friend shared with me this week, When to Walk Away from a Deal in the Harvard Business Review (below is a brief summary of the article on BNET.com) by Geoffrey Cullinan, Jean-Marc
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Thinking about a great last-minute gift that doesn't require going to the mall or waiting for the FedEx driver to find your house? Give a subscription to a DVD-by-mail service. Better, give a Netflix subscription. This from a for-the -moment Blockbuster
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This weekend finds an article by Nicole Tsong in the Seattle Times, Help them help you: Service workers offer some "counter intelligence." It offers views of outrageous customer behavior during holiday shopping from the viewpoint of the people "who work
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"Thank you for reading our blog today. Your visit is VERY important to us. Please select from the following options. Please make sure you read through to the entire menu because our options have recently changed." OK, not really. All options are still
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Back from a long weekend of Thanksgiving merry making and Black Friday weekend shopping... Leave it to a new article on Slate.com to help me get a refund when I see the price drop on that new widget or whachamacallit that I just purchased on Amazon...
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As I mentioned previously , our taller son decided on dressing as Master Chief from Halo for Halloween, with his younger brother adopting the persona of a Pokemon Ranger . And, as luck would have it, both costumes were made from scratch, as neither are
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It has been a good but busy week (complain, complain) between work and home. One evening I returned a purchase at a local big box store, without a problem -- the clerk was friendly, helpful and fast. Whilst in line, I overheard a discussion (it was difficult
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In the last issue of BusinessWeek there is an article on "The Ethics of Outsourcing Customer Service " by Bruce Weinstein . "It's a familiar scenario: A product you purchased recently has developed a problem, so you call the company's toll-free number
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Earlier this summer, Jason Daley wrote in Popular Science (June 2007 issues) about the Worst Jobs in Science 2007 , noting that worst job #6 was that of a Microsoft Security Grunt . "Teams of Microsoft Security Response Center employees toil 365 days
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I have a couple of quotes that I hang on my office cork board, one of which is this one from the customer service guru, Ken Blanchard : "Customer service should not be a department, customer service is everyone's job." Customer service is everyone's job.
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It's returned home. Our Xbox 360 that suffered from a severe case of the dreaded three red flashing lights arrived on Friday and is now up and running. Well, not exactly the same Xbox 360: we were informed that the unit we received was a replacement unit,
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