Developing Customer Service Skills For 30+ Years
Government customer service shouldn’t be like that in the private sector, unless you want higher taxes. Will taxpayers be willing to pay more to get better service from government? Q: In our previous interview on Obama’s new customer service initiative, you were rather pessimistic about…
Governments should NOT pretend that the citizenry is their customer base. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat on how governments can improve customer service to citizenry. First question, is customer service an impossibility where government…
When customers can be anywhere on the Internet, it makes no sense to “serve them where they are”, and it’s costly and wasteful. How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere? Q: One of the exhortations I…
Profound Difference Between Blaming, and Holding People Accountable For Mistakes Why Blaming Doesn’t Work To Improve Customer Service Q: I’ve seen your articles on eliminating blaming in the workplace, and I wonder whether that’s important if the goal is to improve customer service? Robert: Sadly,…
Shotgun Approach To Understanding Customers Via “Big Data” Will Fail Companies Shotgun Analysis of Customers Via Big Data As Likely To Mislead As Help Q: We hear a lot about “big data” as a tool to help individual companies understand their customers. What do you think?…
Perfect Phrases For Customer Service – Preface The following is the Preface from Perfect Phrases For Customer Service, by Robert Bacal (McGraw-Hill). For complete information about this groundbreaking book on customer service click here. From there you can browse excerpts and the Table of Contents. I want…
Should We Be Rethinking Customer Service? Q: From reading your recent comments it sounds like you do not support the position that customer service needs to be improved. What is your real position? Robert: It’s a good question because if you look at episodic communication…
Improving Customer Service For Government Q: Recently President Obama announced an initiative to improve the customer service offered to the taxpayers and citizens of the USA and asked that government departments submit their plans to achieve that end. What’s your take on it? Robert: On…
How Good Does Voice Recognition/Artificial Intelligence Have To Be To Be Useful For Customer Service Next Big Thing In Customer Service? Voice Re cognition and Artificial Intelligence? Q: Since Watson’s successful debut on Jeopardy, there’s been a suggestion that computers can do natural language processing…
The really bad news about the “research” that informs us about the value of customer service and consumer behavior. Survey Based Research On Customer Behavior and Use of Social Media Often Very Misleading Q: You’ve commented that you believe the use of surveys in both…
