Author: Building Engines
-
Lessons in Recessionomics – The Customer Service Renaissance
The fact that our country is in the midst of a recession is old news. Since the housing bubble burst – effectively slamming the brakes on the consumption-driven frenzy we had worked ourselves into — you can hardly go anywhere without hearing more about how we, the consumers, are being adversely affected by Wall Street’s…
-
Customer Service – Silence is Golden. Or is it?
When dealing with client relations, it’s important to keep an eye on the big picture. It isn’t too big of a leap to assume that the general goal of a customer service department is to keep your clients happy — all of your clients. Unfortunately, developing a plan for successfully achieving and maintaining this goal…
-
Go Ahead… Make My Day
I speak to clients all day long, and part of what makes my job fulfilling is the fact that when I’m assisting someone, I not only try to solve their specific issue, I do my best to actually make their day a little bit better. Everyone has had a bad experience with customer support before.…
-
Why You Should Hope Your CSR’s Play Nicely with Developers
Have you ever called or emailed a software company offering up suggestions for changes they should make to their product? Let’s assume you’ve answered yes, and let’s also assume they didn’t immediately laugh in your face. Whoever you spoke with probably took down the specifics of your suggestion, informed you that all product updates must…
-
Customer Support: What Can your Phone Do for You?
I am the first to admit that I have a tendency to avoid the phone. Of course, this is ironic considering I’ve built a career around talking on one, but in an age where I can email, instant message, text message, and Google, I often pride myself in finding clever new ways to avoid picking…
-
Customer Support – The Great Equalizer
Everyone, no matter what their rank or position in life, has had experiences with customer service. Our consumer-driven culture guarantees that on a near daily basis we are in the position of being a customer, and are placed at the mercy of our service providers. Though we might not realize, these encounters have made each…