Tag: self-service

Promoting Self Service Versus Easy Access to Live Agents

Promoting Self Service Versus Easy Access to Live Agents

An article in the Wall Street Journal on November 2nd hit the nail on the head about where customer service is headed.  Christopher Mims, a technology columnist for the prestigious financial paper wrote it.  The title is Customer Service: From Touchy Feely to Do it Yourself.  Thank you Mr. Mims for your clear insights and …Continue Reading

Can you always believe the IVR message?

Can you always believe the IVR message?

Frequently, people ask me which companies have the best service.  I generally mention American Express as an example. They seem to hire the right people, train them appropriately and do not sound scripted. Although I check my online account a few different times during the month, I periodically call the toll free number with a …Continue Reading

Customer Service Robots: Human and Mechanical

Filed in Blog, Customer Service, Hospitality by on December 7, 2011 4 Comments
Customer Service Robots: Human and Mechanical

Self-service checkout counters are on the rise. Businesses are looking for new ways to trim costs and improve service, but are self-service checkout counters better or worse for customers? To me, it depends. Unfortunately, many folks who are stationed at registers, standing behind teller windows and who respond to toll free numbers, act and think …Continue Reading

7 Customer Service Trends to Watch and Leverage in 2012

Filed in Blog, Customer Service, Hospitality, Social Media by on November 7, 2011 4 Comments
7 Customer Service Trends to Watch and Leverage in 2012

Providing exceptional customer service has long been seen as a competitive advantage. Social media, mobile technologies and altering demographics present businesses of every size with tremendous opportunities. All of these changes actually underscore the importance of getting back to the basics of treating customers as individuals with unique needs. When a customer feels that his/her …Continue Reading