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Jin Yu

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Jan. 17, 2011

Jin Yu recommends this answer by Roy Atkinson

If you took over a company with a reputation for poor service, what would be your first change?

While it is necessary to look at things from the customers' point of view, that's not enough.
I would need to talk to and work with actual customers actively to find out the root causes of the trouble. This trouble may reside at high levels ... more

Customer Service

Angry Customers

Contact Centers

Jan. 17, 2011

Jin Yu recommends this answer by Richard Pell

When recruiting what is more important Education or Experience?

Experience wins hands down. There may be a specific educational qualification required for a role which is fair enough but I also like to know if the person can DO the job. more

General Management

Human Resources

Jan. 17, 2011

Jin Yu recommends this answer by Chris Snell

Cold Call "Worst" Practices: What's the worst cold-call techniques you have experienced?

This is great question Craig, and a lot of fun to think about!
Here's what I see as some of the three worst cold calling practices:
1. Reading from a script - I know I'm echoing Mark from above, but we've all been called by ... more

Jan. 17, 2011

Jin Yu recommends this answer by Mike R

What is your method for dealing with customers who "can't" be served?

To counteract those who simply do not want your aid, I recommend abiding by this simple adage; “Kill them with kindness”.
I have found that people respond more quickly and more honestly when dealing with someone who’s simply nice. The nicer you can be to ... more

Customer Service

Angry Customers

Contact Centers

Jan. 17, 2011

Jin Yu recommends this answer by John Lake

What are the costs of losing a customer?

Here's a little equation I often use in customer service seminars to answer the question...
1) Calculate/estimate the annual value of your average customer. This is your base loss.
2) Assume a dissatisfied customer tells at least 10 other people (the average is in the high teens, ... more

Customer Service

Jan. 17, 2011

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Jan. 17, 2011

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Jan. 17, 2011

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Jan. 17, 2011

Jin Yu is now following

Jan. 17, 2011

Jin Yu is now following

Jan. 17, 2011

Jin Yu is now following

Jan. 17, 2011

Jin Yu is now following

Jan. 17, 2011

Jin Yu is now following

Jan. 17, 2011

Jin Yu is now following

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