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Customer Service Issues

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Sept. 27, 2011

Evan Hamilton and 1 other person answered this question

How do you handle customer service issues in the age of social media?

As Guy said, don't focus on the social media aspect. Focus on making customers happy. Altimeter has just put out a report that says the #1 cause of social media crises are customers having bad experiences: http://ar.gy/cNz. Focus on tracking customer happiness and building practices ... more

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Feb. 15, 2011

Adrian Swinscoe and 6 other people answered this question

What are some rules to follow when dealing with customer complaints?

I have found it useful to follow this process:
L Listening to Understand
E Empathise and Take Responsibility
A Ask/Propose a Solution
D Deliver on the Promise
Not as simple as it sounds but a clear and straightforward process to follow and is also easy to adapt.
Adrian more

Jan. 14, 2011

Adrian Swinscoe and 2 other people answered this question

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

I would suggest a little bit of research and then refer them to someone who will be better able to serve them.
Adrian more

Dec. 17, 2010

Jesse de Agustin and 5 other people answered this question

What is worse: waiting or poor service?

Hi everyone, a lot of these comments are right on target.
I agree that waiting is preferable to poor service; yet in a totally customer-centric environment neither is acceptable. However, in a "worst case" situation, customer service teams must be trained to mitigate the dreadful ... more

Dec. 2, 2010

Glenn Friesen and 2 other people answered this question

Is the adage 'the customer is always right,' still true?

Imagine arriving late to work. You blame it on the fact that your alarm didn't ring, or that traffic was unusually congested, or because there was construction on your usual on ramp. Later that day, several vendors arrive late for a meeting. You blame their ... more

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Nov. 30, 2010

David Filwood and 2 other people answered this question

How do you address damaging customer service failures?

Speaking from a Call Center perspective – it’s all about the quality of the ‘Humanware’ you deploy in your Contact Center to begin with.
When reaching out to a Contact Center – customers want a 24x7 clear connection to a quickly answered call. Customers want access ... more

Nov. 4, 2010

Ernest Frimpong and 2 other people answered this question

How do you gather customer feedback?

This is an excellent question. I have found that whether you adopt an active or passive approach, the key is whether the feedback is genuine.
There are surveys galore where customers where economical with their feedback because naturally we tend not to want to be ... more

Oct. 28, 2010

David Filwood and 2 other people answered this question

How do you keep your customer service reps engaged?

While most everyone can use a telephone - not everyone is cut out to work in a Customer Service Call Center environment. And while someone may have “The Right Stuff” to deliver great Customer Service & Support – it doesn’t necessarily follow that the same ... more

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Oct. 27, 2010

Avi Kaye and 1 other person answered this question

How can we apply customer services strategies with our current social media?

Now that, Christopher, I DO agree with :) Good answer, and well thought out - the size of the organisation can have a real impact on the customers' response.
By the way, although it's true that someone along the size of Google will have more of ... more

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