Archive for category: Customer Service

Virtual Assistants in a "hologram": A revolution for services?

Holograms are still a thing of the future but a British company has developed…

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Service Recovery: A Best-Practice has become State-of-the-Art

Service failures happen in every organization. Even in the best-managed organizations…

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Better Customer Service, Lower Costs: Five Opportunities to Make it Happen

Customer service has an interesting role in many organizations. Everyone agrees…

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Trends in Customer Service: Customer Service by Volunteers

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WSJ: Making the Most Of Customer Complaints

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The relationship between customer satisfaction, loyalty and repurchase behavior

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Scaling a Service Business: Lessons Learned from IBM

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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…

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What happens when your self-service system fails?

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Dell Community Pulse: A thermometer of Dell’s customer satisfaction

The emergence of Web 2.0 technologies (blogs, forums, social networks, has…

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Strategies and Tactics for Successful Service Recovery

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Customers are satisfied but they are still not buying? How come?

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The service recovery paradox: Increased loyalty through effective service recovery

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The Customer Service Elite 2008

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Harvard Business Review: My week as a Room-Service Waiter at the Ritz

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Red Bulletin: The Gold Standard for Customer Magazines

Basically they are the first thing I throw away as soon as I have taken them…

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Stories of Great Customer Experiences: #1 American Airlines, United Airlines

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Customer Win-Back: How NOT to do it!

Customer VoiceWhile 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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