February 11, 2008 |
We live in an age of instant gratification. Thanks to the internet and mobile technology, the ability to access information, products and services is at our fingertips 24/7. Is it any wonder, then, that consumers are beginning to expect the same of customer service? Whether it's information on a product, questions about a service or simple driving directions, consumers want answers, and they want them now. Instant Customer ServiceSince 2002, the use of live chat and instant messaging to connect consumers with live service reps online has...
July 29, 2009
Once a month, half a dozen New York- and New Jersey-based Glazer-Kennedy members get together for a Mastermind meeting. I always ask for an entire dish of lemon wedges for my iced tea, while another group member always has a piece of warmed-up chocolate cake as an appetizer. Its always very amusing to watch a new waiter try to grasp this peccadillo. Last week the cake appeared after an unusually lengthy wait, accompanied by profuse apologies. Faced with an unfamiliar request, our waiter had to ask the manager what the procedure...
October 8, 2009
DETROIT -- Chrysler Group LLC dealers across the country are being schooled on the company's customer service expectations this week but won't get a glimpse of the company's new model lineup. Company spokeswoman Kathy Graham says dealers are being told in regional meetings about expectations for things like returning telephone calls, opening doors for customers and minimizing waits for service. But she says dealers will not receive details of the new model plan, which is still being developed.
October 13, 2011
Barbara Jean Fraker, 82, a former customer service representative at Dominion Federal Savings and Loan in Springfield, died Sept. 28 at Inova Fair Oaks Hospital. She died of congestive heart failure, said her daughter, Janet Hannah. Barbara Jean Olson Fraker was born in Seattle. She moved to the Washington area in 1962 from Germany, where she worked in a civil service job for the U.S. military. She was a stay-at-home mother until the 1970s when she began working at Dominion Federal, where she was employed for about 10...
July 8, 2008 |
A look inside at the turnaround efforts at Sprint ( NYSE: S ) Nextel?or, as some employees were calling the struggling carrier, Shawshank, after Stephen King's fictional prison. According to a NYT feature, Dan Hesse, who stepped into the role of CEO last December, hopes to find redemption for the company through better customer service and improving corporate culture. The ills of the country's third lagest carrier are no secret: the disastrous tie-up with Nextel; fleeing customers; executive brain drain; a downcast staff...
March 18, 2008 |
IBM 's India Research Laboratory has developed software technology that uses math algorithms to extract and deliver business insights hidden within the large quantity of information gathered by companies during customer service calls and other interactions, according to an official at the lab. Most customer service software simply asks a customer to rate their level of service at a call center, but a rating on a scale of say one to five does...