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When a company makes a mistake, it can be the brightest moment in their history.
Tylenol had that opportunity. But they missed their moment. Big time.
How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almos…
Continue reading "How Toyota Missed Its ‘Tylenol Moment’"I had two crummy telephone experiences recently — both to my home number and both leaving a poor brand impression. These telephone reps, who make and receive calls on behalf of their organizations, surely have plenty of influence on their brands. So why would organizations risk so much by placing…
Continue reading "Living Your Brand Includes Telephone Calls, Too!"With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
Continue reading "Customer Service Queues: Fair, Fast Or First?"What’s going on in Consumerland? It’s awful out there. First, it was the fiasco with the airline and the travel agency that booked our flights, followed by a ridiculous experience when I tried to print our vacation photos. Thank goodness we had a good time at our destination, ’cause traveling SUCKS!…
Continue reading "What I Did on My Summer Vacation (Got Aggravated with the Airline, the Travel Agency, the Online Photo Company…)"Enterprises are starting to deploy advanced speech technologies that can identify when a customer is angry, confused or even lying. By listening to call center feeds, these applications are often able to troubleshoot a given situation or route the call to a live agent with a specialization in…
Continue reading "Voice Biometrics–Peril or Promise?"I am frustrated and I can’t be the only one. I’ve written about this topic before and it isn’t improving. Either companies should bring their call center staff back to North America or develop better protocols to handle North American customers.
I recently discovered that I must add a state tax fe…
Continue reading "Please Bring Customer Service Call Centers Back to North America!"
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