Comments on: Make your customers happier with this simple tip http://www.carsonified.com/misc/customer-service-tips We love the web! Thu, 28 Aug 2008 01:44:28 +0000 http://wordpress.org/?v=2.0.5 by: A Million Thoughts » Blog Archive » About this blog (3): Decisions http://www.carsonified.com/misc/customer-service-tips#comment-14863 Fri, 27 Jul 2007 20:49:09 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-14863 [...] I started looking at other blogs and noticed there are many different ways to design an url. Here are a few (random) examples: /blog/2007/02/16/Recreational-SVG /yyyy/mm/dd/Title-without-Spaces /2007/03/web-20-borrel-een-succes-open-coffee-meet-coming-up/ /yyyy/mm/title-without-spaces /amigo/customer-service-tips /tagname/titile-with-spaces /svn/posts/302-preview-5-highrise-tasks /id-of-post-plus-title-without-spaces [...] […] I started looking at other blogs and noticed there are many different ways to design an url. Here are a few (random) examples: /blog/2007/02/16/Recreational-SVG /yyyy/mm/dd/Title-without-Spaces /2007/03/web-20-borrel-een-succes-open-coffee-meet-coming-up/ /yyyy/mm/title-without-spaces /amigo/customer-service-tips /tagname/titile-with-spaces /svn/posts/302-preview-5-highrise-tasks /id-of-post-plus-title-without-spaces […]

]]> by: ziggy http://www.carsonified.com/misc/customer-service-tips#comment-6626 Tue, 08 May 2007 06:22:52 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-6626 >>the customer is always right No, they're not, and in fact you want to get rid of your worst customers who are eating up all your time and resources and annoying your already busy staff. You want them to go to your competitors and ruin their business. In fact, the best thing you can do is get rid of the worst 10% of your customers and concentrate on the rest and getting more like them. That doesn't mean you shouldn't solve/avoid problems, but the customer is not always right and many you don't want as customers, especially if you are a small overburdened business. >>the customer is always right

No, they’re not, and in fact you want to get rid of your worst customers who are eating up all your time and resources and annoying your already busy staff. You want them to go to your competitors and ruin their business. In fact, the best thing you can do is get rid of the worst 10% of your customers and concentrate on the rest and getting more like them.

That doesn’t mean you shouldn’t solve/avoid problems, but the customer is not always right and many you don’t want as customers, especially if you are a small overburdened business.

]]> by: Service Untitled » Importance of making things easy. - customer service and customer service experience blog http://www.carsonified.com/misc/customer-service-tips#comment-2022 Mon, 05 Mar 2007 21:40:41 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-2022 [...] I’ve talked about cross-searching (part 1 and part 2) before. It’s really an interesting thing and can be very useful. A few weeks ago, I read a post on Ryan Caron’s blog about making customers happy with some simple customer service tips. [...] […] I’ve talked about cross-searching (part 1 and part 2) before. It’s really an interesting thing and can be very useful. A few weeks ago, I read a post on Ryan Caron’s blog about making customers happy with some simple customer service tips. […]

]]> by: Service Untitled - Douglas http://www.carsonified.com/misc/customer-service-tips#comment-2020 Mon, 05 Mar 2007 20:58:54 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-2020 Hi Ryan, Great post! I've posted a follow-up and expansion of sorts on my blog. <a href="http://www.serviceuntitled.com/importance-of-making-things-easy/2007/03/05/" rel="nofollow">Here</a> is the link. Hi Ryan,

Great post! I’ve posted a follow-up and expansion of sorts on my blog. Here is the link.

]]> by: Daniel Lieberman http://www.carsonified.com/misc/customer-service-tips#comment-1972 Sat, 03 Mar 2007 00:12:39 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1972 What your tips point to is that every app should have an administrative interface built with customer support in mind. Even if you didn't think about this when building the app, odds are it would be a small project for a developer who already knows the app to implement an interface that allows you to do most or all of the things you've described. (Extracting information is almost always easy; sometimes the freebies and such are a little harder, but probably worth the investment -- and often the same capabilities can be reused as sales promotions.) What your tips point to is that every app should have an administrative interface built with customer support in mind. Even if you didn’t think about this when building the app, odds are it would be a small project for a developer who already knows the app to implement an interface that allows you to do most or all of the things you’ve described. (Extracting information is almost always easy; sometimes the freebies and such are a little harder, but probably worth the investment — and often the same capabilities can be reused as sales promotions.)

]]> by: Alfred http://www.carsonified.com/misc/customer-service-tips#comment-1935 Thu, 01 Mar 2007 01:20:24 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1935 I took a screenshot and uploaded on flickr..here is the link. http://www.flickr.com/photos/14587817@N00/406266945/ Alfred. I took a screenshot and uploaded on flickr..here is the link.
http://www.flickr.com/photos/14587817@N00/406266945/

Alfred.

]]> by: Patrick Harrison http://www.carsonified.com/misc/customer-service-tips#comment-1916 Wed, 28 Feb 2007 09:51:45 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1916 Everyone gets abusive customers at some stage, they are mainly just people who have no real way of communicating properly. What the other bloggers who told you off don't realise is that no one in tech support/customer service should have to put up with abuse. Particularly if the error has been caused by the customer and is really nothing to do with your product. From a legal point of view an employer has an obligation not to unduly expose employees to repeated stress. Such as taking abusive calls. At least in the UK. A good trick we have found that works - if someone sends a ranting and abusive email, call them. This is assuming you have their number to hand. You will be amazed at how embarassed most will be, they never expected to be called. It also reminds them gently that emails are read by humans and that they may regret what they send. The bottom line is that no customer has the right to be abusive and support is for the problem - not supporting the customer through some emotional crisis. Anyway we have found that more than 90% of issues for us are down to customer's computers not working - nearly all Windows machines. However, you find that people will look for the first number to call, even when they know it's their machine. They are frustrated and want to shout at someone - anyone will do. Anyway we only have 14 years front-line tech support experience to draw upon so what do we know? P Everyone gets abusive customers at some stage, they are mainly just people who have no real way of communicating properly.

What the other bloggers who told you off don’t realise is that no one in tech support/customer service should have to put up with abuse. Particularly if the error has been caused by the customer and is really nothing to do with your product.

From a legal point of view an employer has an obligation not to unduly expose employees to repeated stress. Such as taking abusive calls. At least in the UK.

A good trick we have found that works - if someone sends a ranting and abusive email, call them. This is assuming you have their number to hand. You will be amazed at how embarassed most will be, they never expected to be called. It also reminds them gently that emails are read by humans and that they may regret what they send.

The bottom line is that no customer has the right to be abusive and support is for the problem - not supporting the customer through some emotional crisis.

Anyway we have found that more than 90% of issues for us are down to customer’s computers not working - nearly all Windows machines. However, you find that people will look for the first number to call, even when they know it’s their machine. They are frustrated and want to shout at someone - anyone will do.

Anyway we only have 14 years front-line tech support experience to draw upon so what do we know?

P

]]> by: Ryan Carson http://www.carsonified.com/misc/customer-service-tips#comment-1907 Wed, 28 Feb 2007 01:14:41 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1907 Alfred - I can't find that typo. Can you give me a URL? Alfred - I can’t find that typo. Can you give me a URL?

]]> by: Alfred http://www.carsonified.com/misc/customer-service-tips#comment-1906 Wed, 28 Feb 2007 01:09:09 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1906 I've observed that most sites miss a critical component in their contact forms. I personally believe that they should include a slot where a user specify the topic or area of support. For example, If its invoice related matters, they can type "invoice". This would simplify the support guy's work i.e , they can solve all invoice related problems at ago, then move to next area. For the case of sites like dropsend that have support emails, request users to specify that the topic that affects them. Its a minor thing, but it would help alot. ** On a separate note Ryan, there is a typo error on the FOWA website, the recent london event was held on 20-21 Feb and not 20-21 January. I’ve observed that most sites miss a critical component in their contact forms. I personally believe that they should include a slot where a user specify the topic or area of support. For example, If its invoice related matters, they can type “invoice”. This would simplify the support guy’s work i.e , they can solve all invoice related problems at ago, then move to next area. For the case of sites like dropsend that have support emails, request users to specify that the topic that affects them. Its a minor thing, but it would help alot.

** On a separate note Ryan, there is a typo error on the FOWA website, the recent london event was held on 20-21 Feb and not 20-21 January.

]]> by: Lars Fischer http://www.carsonified.com/misc/customer-service-tips#comment-1887 Tue, 27 Feb 2007 14:40:39 +0000 http://www.carsonified.com/misc/customer-service-tips#comment-1887 ...or use SQL and search the database for user accounts :-) …or use SQL and search the database for user accounts :-)

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