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Jennifer Morandi

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Customer Success Manager, Virtual Density

20 points

June 9, 2011

Jennifer Morandi and 20 other people answered this question

What day of the week is it hardest to get work done?

The last work day of the week - whatever that may be!

General Management

Human Resources

March 29, 2011

Jennifer Morandi recommends this answer by Christopher Furey

Does your disaster recovery plan include earthquakes and tsunami?

DR plans should include proper staging consideration well before either the primary or recovery infrastructure is exposed to "avoidable risk". So to your Miami anecdote RIchard, while there are some well known items we'd all put on a list to qualify a data center when ... more

Information Technology

Backup and Recovery

Feb. 22, 2011

Jennifer Morandi and 28 other people answered this question

Should customer service be taught?

Customer satisfaction is just as important as any other aspect of business. We all know that already - look at all the comments above making mention of it. Can you teach it?
I don't know that compassion can be taught but you can teach the ... more

Customer Service

Human Resources

Corporate Learning

Feb. 21, 2011

Jennifer Morandi recommends this answer by Gary Katz

Is the customer always right? At what point do you say enough is enough and fire a customer?

Great comments by everyone. Let me offer a bit of a trite - but meaningful - comment: The customer may indeed always be right but that doesn't mean they are right for your business. Getting clear on your enterprises' values in terms of the type ... more

Customer Service

Feb. 14, 2011

Jennifer Morandi recommends this answer by Tom Egelhoff

Is being greeted warmly important to your overall customer experience?

Dale Carnegie said, "When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion, creatures bustling with prejudices and motivated by pride and vanity."
Any contact with a customer is going to be an ... more

Customer Service

Feb. 14, 2011

Jennifer Morandi and 10 other people answered this question

When taking a survey, how many questions will you typically answer before abandoning the survey?

It's not the number of questions as much as it is the repetitiveness of the questions that's likely to cause me to hit the eject button.
And, the doneness bar at the top or bottom of the page helps! more

Customer Service

General Management

Feb. 14, 2011

Jennifer Morandi recommends this answer by Dennis Morgan

What's your definition of Cloud?

Cloud Computing is a re-branding of existing Internet technologies into a utility type function that encompasses the best of dyanmic, high available, fault tolerant, capacity-on-demand techniques. Similar to your monthly cell phone service, you use the service without the knowledge of what goes on behind ... more

Information Technology

Cloud Computing

Feb. 7, 2011

Jennifer Morandi and 6 other people answered this question

How bad does customer service have to be before you lodge a complaint?

I'm not easily offended and I've worked in customer facing positions my whole career. Everyone has bad days and I try to keep that in mind. But! If I'm still mad about an experience the next day or if I've been made to feel a ... more

Customer Service

Angry Customers

Complaint Management

Customer Loyalty

Feb. 7, 2011

Jennifer Morandi recommends this answer by Jesse de Agustin

Customer Service Best Practices: What are your tips for effectively apologizing to a customer?

Overarching theme of my answer - "Problem solvers" - might say "I'm sorry, but that's our policy." Versus. "Solution finders" - say "I'm sorry, let me make things better - or find someone who can."
While the specific language used to effectively apologize to a ... more

Customer Service

General Management

Angry Customers

Feb. 7, 2011

Jennifer Morandi recommends this answer by Brad Nichols

how can customer service staff motivate themselves?

Hi Hellen,
I agree with Stephen - I think the more appropriate question to ask would be - What is de-motivating them?
Self-motivation is neither limited nor defined by one's industry, and it's absence across a large number of staff is most likely an environmental factor... because ... more

Customer Service

Feb. 7, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi recommends this answer by Christopher Furey

Why is cloud computing the least considered technology among datacenter professionals?

Scott asks a great question. Osterman Research recently released the results of a cloud computing survey of 100 IT executives. They found that among organizations that have implemented cloud computing, spending on cloud-based infrastructure averaged just $6,335, or $23.31 per employee, in 2010. Osterman reports ... more

Barriers to Entry

Cloud Computing

Feb. 1, 2011

Jennifer Morandi recommends this answer by Christopher Furey

Do you find that giving your employees social media privileges is also allowing them to waste time?

As is the case with most broad questions, my answer is "it depends". As a technology consultant to business owners, I'm asked to address this difficult issue more frequently lately. So Lauren's question is timely and one that many owners and managers wrestle with these ... more

General Management

Employee Performance Management

Feb. 1, 2011

Jennifer Morandi recommends this answer by Christopher Furey

Do you add everyone that wants to connect on LinkedIn?

Peter Kember brings up a point I didn't address in my answer and I think it deserves punctuating here.... rejecting an invitation with an "I don't know him/her" is a drastic step. I had it done to me early on in my use of LI ... more

Social Netowrking

Feb. 1, 2011

Jennifer Morandi is now following Christopher Furey

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

Feb. 1, 2011

Jennifer Morandi is now following

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Customer Service

General Management

Human Resources

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