Virtual Assistants in a "hologram": A revolution for services?
Holograms are still a thing of the future but a British company has developed…
Archive for category: Customer Service
Service Recovery: A Best-Practice has become State-of-the-Art
Service failures happen in every organization. Even in the best-managed organizations…
Better Customer Service, Lower Costs: Five Opportunities to Make it Happen
Customer service has an interesting role in many organizations. Everyone agrees…
WSJ: Making the Most Of Customer Complaints
15 Apr 2009
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What would be a satisfactory solution for you? – The Importance of Empathic Employee Behavior
Empathic behavior and empathic employees are one of the essential success…
Dell Community Pulse: A thermometer of Dell’s customer satisfaction
The emergence of Web 2.0 technologies (blogs, forums, social networks, has…
Red Bulletin: The Gold Standard for Customer Magazines
Basically they are the first thing I throw away as soon as I have taken them…
Customer Win-Back: How NOT to do it!
While doing research for a workshop I stumbled over an amazing video and audio recording about an AOL customer who wants to cancel his account, but unfortunately he is not allowed to. The call center agent strictly follows the script of his AOL Customer Retention Manual and gets it horribly wrong.
Unfortunately for AOL, the guy who is cancelling his account made a recording of this call. Here it is (transcripted version):
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