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By Site Admin on 6/27/2010 1:23 PM

csdp, customer service delivery platform, service relationship management, SRM, proactive, reactive, customer service, service management

 

Reactive service—we all do it. It’s an integral part of what a good service company has to offer. For example, a customer calls in with a complaint, and you take care of it. Job done. However, fixing problems once they happen doesn’t always prevent the problem from reoccurring...

 

By Site Admin on 6/22/2010 2:45 AM

 

csdp, customer service delivery platform, service relationship management, SRM, customer service, service management

 

Ever wonder how you could be the best service representative you could be? Or would you like to know how to train your service people to be the best they could be? I’ve compiled a list of the top five characteristics of a great service representative. Incorporate them as soon as possible!

 

By Site Admin on 6/20/2010 5:31 AM

 

csdp, customer service delivery platform, service relationship management, SRM, customer service, iceberg, brand experience, service management

 

External brand experiences are just the tip of the iceberg...

 

By Site Admin on 6/14/2010 10:03 PM

 

csdp, customer service delivery platform, service relationship management, SRM, customer service, service management

I have recently participated in a lot of discussions on what extraordinary customer service means. To one person, it could mean bending the rules to satisfy their needs, and to the next it could be greeting them, but not pestering too much while shopping. Here is a list of some of the things that make up “extraordinary service…”

By Site Admin on 6/13/2010 5:50 AM

 

csdp, customer service delivery platform, service relationship management, SRM, customer service, automation, service management

 

Does anyone else hate automated phone services as much as I do? I recently had to call into a certain company’s customer support line and my experience confirmed—once again—that automated support can be the most frustrating time-waster ever...

 

By Site Admin on 6/9/2010 7:03 PM

csdp, customer service delivery platform, service relationship management, SRM, turn-off, poll, customer service, service management

 

The one rule all companies should adhere to...

 

By Site Admin on 6/6/2010 8:55 PM

 

csdp, customer service delivery platform, service relationship management, SRM, trust, only as strong as weakest link, customer service, service management

We were taught at a very young age to work together in teams. Quotes like, “There’s no ‘I’ in ‘Teamwork’!”, “TEAM = Together Everyone Achieves More”, and, “A job worth doing is worth doing together,” lined the halls in my elementary school. We learned this alongside sportsmanship, commitment, and respect.

 

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