Is customer service the weakest link of your business?
July 24, 2008
SPEAKING OF SERVICE - by Jeff Kasper || You’ve probably heard the phrase, “A chain is only as strong as its weakest link,” and “The Devil’s in the details” or “Leave nothing to chance.” So many businesses plan for the major, expected interactions with customers. They plan for advertising, capacity, distribution systems, logistics and more. It’s important to plan. However, your success depends on the implementation. More importantly, it depends on everyone in your chain to be as strong as the others. Read more
New employees have no excuse; neither do you
June 9, 2008
SPEAKING OF SERVICE - by Jeff Kasper
I’m sick and tired of dealing with “new” employees who don’t know their job. At a local restaurant I frequent, when something goes wrong, I tell them. I was at the counter paying my bill when the “hostess” asked very politely, “and how was everything this evening?” I said It was very good, except…” Read more
Ban Summer Vacations!
May 14, 2008
SPEAKING OF SERVICE - by Jeff Kasper
I thought that headline would get you to look. Many organizations “staff up” for the summer, as key people go on vacation. These new hires are thrust out of a minimal training program (they’re just here for the summer anyways, why spend a lot of time and money training?) if any at all and left to fend for themselves. You’re customers don’t a take a vacation – hopefully - and, neither should your service standards. Read more
SITE NEWS: Internet Exploder 6.x and remaining issues
May 8, 2008
INTERNET EXPLODER 6 (IE6)
After 10 days of troubleshooting we finally found and fixed the problem you may have experienced when using Internet Explorer 6.x. Suffice to say friends should not let friends use Internet Exploder 6, or other Microsoft products for that matter. Read more
Contra Costa Times to outsource customer service to Philippines
May 8, 2008
Pat Keeble sends word that the Denver Business Times (DBJ) reports that MediaNews Group, publishers of the Contra Costa Times and the Bay Area Newspapers (BANG) is now outsourcing customer services for some of its California dailies — including the Contra Costa Times, Oakland Tribune, and San Jose Mercury News — to the Philippines. Read more
How do you greet your customers: Yo Dawg…Wassup?
May 7, 2008
SPEAKING OF SERVICE - by Jeff Kasper
“Yo, wassup?” Not necessarily the greeting you would expect from a syndicated columnist. You, the reader, after all, are my ultimate customer. Following the general rule that you must greet every customer, I’ve done my job.
My mother told me, “You never have a second chance to make a first impression.” And, as simple as this statement is, it’s still true. Each time a customer sees one of your employees, based on how the customer is (or isn’t) acknowledged, is making a first impression. Read more
LiveTime updates Service Management Appliance with Intel Xeon servers from Sun
May 5, 2008
WORLDVIEW PR TECH WIRE
LiveTime Software (Newport Beach, CA), a leading provider of ITIL certified Service Management and Help Desk software, today announced the general availability of its new line of ITIL Service Management Appliances based on Intel Xeon processors and open source software stack. Designed exclusively for 64 bit operation, and supporting the latest versions of MySQL, PostgreSQL and Solaris 10, the systems can handle over twice the number of concurrent users of previous editions. Read more
Don’t Wait! Commit to Customer Service today!
April 30, 2008
SPEAKING OF SERVICE - by Jeff Kasper
The other day I walked into a small local business and waited in line for over five minutes and no one even acknowledged my existence. No one said hello, no one dipped their head, and no one even flinched at my existence. When I got to the counter, the clerk looked at me and without saying a word, tilted his head slightly downward, and raised his eyebrows above the rim of his glasses and just stared…waiting for me to make the first move. Read more
Want fries with that? Maximize customer interaction in a tough economy
April 23, 2008
SPEAKING OF SERVICE - by Jeff Kasper
You can blame the fast-food giants – they started it. “It” is the, “Would you like fries with that?” era. They figured it out first, so they get the credit. They made a specific suggestion and got super results. Read more
