Tag: customer service consultant

Jan 10, 2013

Admin

Web chatting, as an option for customers to utilize for communicating with companies, is on the rise. According to the 2012 Fourth Annual BoldChat Live Chat Effectiveness report, one in five shoppers prefer online chat over any form of communication. In looking to be effective at properly communicating via this channel, one question requires consideration […]

Dec 10, 2012

Admin

I remember this conversation like it was yesterday. After advising a customer that I would be handling her insurance claim, she stated that she was advised that her policy did not allow for the usage of a rental vehicle. “I have full coverage which means I should be put in a rental car while my […]

Dec 10, 2012

Admin

Metrics are important in any business setting. There’s another old business adage that states “What gets measured gets done.” While I believe this to be true, there are two issues that I feel are important when discussing performance measurement. 1. Determining What To Measure 2. Properly Establishing the Metric. Defining these two items is critical […]

Nov 09, 2012

Admin

Here in Houston, Tx, I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as a time to acknowledge a customer’s presence, demeanor during the service interaction, interaction consistency (if I am a repeat customer), product/service knowledge, exhibited the ability to address customer concerns, […]