Management, Human Resources, and Life in a Customer Focused World

There is a topic that is always a challenge at a so called “customer service center”.  These call centers or service centers perceive themselves as answering customer questions and giving the customer information about their account.  They perceive themselves as separate from the revenue, separate from the sales, and separate from the success or failure [...]

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Yesterday, Service Untitled wrote a post called “How good are your grammer and spelling?“.  Yes, the errors in the title were on purpose, but it gets the point across.   Customer service emails need to be professional and accurate.  They need to be written better than “Hey. To answer yer question, take a look page three.”  [...]

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One of the blogs that I read is by Penelope Trunk called the Brazen Careerist. She’s got some very interesting topics and subjects that she covers. In July of ‘08, she wrote a post called:
Figure out how much you should be paid (and three cheers for transparent salaries)
I thought it was quite interesting, specifically the [...]

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If you run a customer service organization and you have heard “the system won’t let me” from your agents, think about whether you’ve given your agents enough empowerment and/or whether the systems are what are keeping you down.
Service Untitled » The system won’t let me. – customer service and customer service experience blog
The writer of [...]

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2009 is a year that will be challenging for many, but has great opportunities as well.
The economy is in a tailspin, but this means that people have a chance to figure out where they want to go and move forward with their decisions. Times will be hard. Times will be challenging. They also offer the [...]

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Well, due to some unfortunate circumstances, I’ll be restarting my blog rom scratch.  This means that I’ll be poking around the Internet to see what information might be cached and that I’ll be writing some new blog postings — in some ways, this is probably a good thing as it gives me an incentive to [...]

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