Consumer's Perspective: A Dozen Ways to Get Better Service

I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2. Avoid busy hours. Just …

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Mobile Customer Service: New Statistics from ICMI

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages. But over half of all respondents (55%) said that their mobile customers expect the same level of service …

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Alexander Graham Bell Turns 166

Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect, he considered the phone as an intrusion on his work as a scientist and refused to have one in his study. (I wonder if IM would have made the cut … ?)

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