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A utility’s journey to a more digital customer experience

West Monroe

For example: Utilities can use traditional media in the form of a mailed postcard to notify a customer about a new program to send text messages when a service disruption (e.g., outage or main break) has been detected in their area, or perhaps a customer service representative discusses this onsite at the utility’s office.

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3 Customer Service Mistakes You’re Making and How to Fix Them

Talkdesk

In this post, we’ll explore the three most common customer service mistakes businesses make in their effort to reshape themselves into customer-centric companies and we’ll review what can be done to turn these mistakes into lessons on the path to success. Customer service representatives serve as the face of your brand.

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5 Cringeworthy Customer Service Experiences (and How to Avoid Creating Them)

ProProfs Chat

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. We’ve all been there.

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How to improve customer service in the digital world

Service Untitled

Wachovia turned into Wells Fargo in March 2011. They also promised to have more in-house personnel to assist customers and to become more efficient. It doesn’t work to decrease customer service representatives in lieu of pressing multiple numbers on our phones to just wind up in a complete circle.

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Google enters into customer service industry with Trusted Stores Program

Service Untitled

The introduction of the Google Trusted Stores Program may be the foundation for competing with Amazon someday, but it’s interesting to see Google becoming a customer service representative for customers right down to even offering a purchase protection plan when a sale goes awry. So how does the new program work?

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How to survive customer service blunders in the world of social media

Service Untitled

Too many agents begin speaking before the customer is even finished, but taking a deep breath, relaxing, and listening becomes an integral part of any problem solving, since we can’t figure out a solution until we know the problem. Next the seasoned customer service representative will want to repeat the problem back to the customer.

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Back to the basics for customer service

Service Untitled

I’m not even sure if the late 1980′s put much effort into employee training and the consequences for rudeness, lack of training, or chewing gum in my face as the customer service representative told me I was not receiving a new blouse or a refund. I’m looking forward to a great year of customer service.