Tag Archives: customer service

Apr 11

It’s Official! Defusing Hostile Customers Workbook Now Available

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Pleased to announce the general availability of the Third Edition of Defusing Hostile Customers Workbook (Public Sector). We tightend up the writing, cut down on pages, added strategies for using social media, and speaking to hostile groups, and even prettied it up.

It’s available on amazon.com using the link below. We’ll probably be selling it direct but not for a few weeks, and the electronic version will also be available in the next week or two. I’ll try to post the table of contents for you.

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Mar 18

Why ARE People so blind on the customer service / Twitter/ Social Media Connection?

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I’ve read thousands of blog posts and Tweets praising Twitter and how powerful it is as a customer service tool. It’s not, and it’s SO obvious that it’s not that it’s baffling why otherwise seemingly intelligent people don’t seem to see through this. Twitter offers NO advantage over any other means of providing customer service. It’s not technologically advanced. If anything it’s old technology recycled and re marketed. Participation on Twitter and other social media platforms GENERALLY increases overhead, and while it may be seen as a business necessity (perhaps wrongly), it sure as heck cannot be shown as a superior tool.

Here’s an example. You. Go here and read this anecdote about Westjet. Yes, it’ll open a new window so you won’t lose your place. Go on. Shoo.

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Mar 05

More Self-Centered Idiocy From the Social Network Fringe.

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In a virtually rambling and incoherent blog post, BFChirpy seems to write about metrics, knowledge and such stuff. Take a quick look. A great example of self-indulgent writing and thinking, AND the common extreme self-centeredness of almost all the most active social media pundits and fringe members.

I posted a response on the blog, but you never know what sticks so here’s mine: Continue reading →

Feb 17

Special Tweet Series #4 – Internal Customers & Customer Service

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In our fourth special tweet series we focus on providing customer service to internal customers, one of the most popular topics at http://customerservicezone.com . Each day we’ll post 4 links on the topic via Twitter, using the hashtag #intCS

To see the other tweet sets click here for additional information.

Dec 19

Future of Social CRM, Social Network Effectiveness Depends on Understanding Communication Differences

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Just a quick heads up. Lots of talk about the use of social networking for business communication, and customer service. My sense is that people are making huge mistakes by not taking into account that social platforms do NOT function like other mediums. That is, psychological and communicative factors will affect effectiveness.

Here’s a brief comment I posted on SCRM – A Dead End.

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Nov 18

Help Me Out With Social Media and Customer Service

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Want to lend a hand? A few years back I authored a book entitled “Perfect Phrases for Customer Service, which was published by McGraw-Hill. It’s now time to do a second edition, and one of the additions will be on social media/networking and customer service.

The book itself is oriented towards practical ways to use, and communicate to customers, and/or prevent doing things that will upset customers. It’s very specific, down to things you can say, and it’s more the type of book people reference rather than read through, although it has enough meat to read straight through.

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Aug 31

Customer Engagement — Guess What? It’s Not About “You” (#trdev) Comments welcome

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Over the last decade the word “engagement” has been re-packaged, resold an remarketed so that it’s become a buzzword linked with organizational success (we must have engaged employees), customer relationships and social networking (we must be engaged with the customers”, and even, perhaps more sadly, in education. I say sadly because the meaning is unclear, and it’s become the latest fad in many of these fields.

That doesn’t mean it has no value, however, even if it is oversold.

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