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By Site Admin on 9/26/2010 6:48 PM

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

 

I read recently that one of the top 3 frustrations about dealing with service providers is being transferred to multiple representatives to get a problem solved. This has happened to each of us, and it can be very tedious and trying on your patience. So, service companies, why don’t you become the expert of your own product!

 

By Site Admin on 9/21/2010 7:58 PM

csdp,customer service delivery platform,service relationship management,SRM,customer service,bad habits, transformation,service management

 

The top 5 major bad habits to break and tools for transformation.

 

By Site Admin on 9/13/2010 12:03 PM

 

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

 

“Become your customer for a day to better understand what they want."
--Aaron Kwittken, CEO of Kwittken & Co.

 

By Site Admin on 9/7/2010 8:48 PM

 

csdp,customer service delivery platform,service relationship management,SRM,customer service,technology, 21st century,service management

 

I recently attended an Improv show featuring Orny Adams, and he joked about calling a company, tediously entering your lengthy account number, only to have a person pick up the phone a couple minutes later and say, “What’s your account number?”

 

By Site Admin on 9/1/2010 8:12 PM

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

 

A couple of months ago, I was on an airplane watching the flight attendant go through the pantomime of safety instructions and reading the accompanying illustrated safety card when something captured my thoughts. They instruct you to put your own oxygen mask on before you go on to help anyone else. This is an extreme example, but what better way to point out that you cannot care for anyone else effectively if you don’t care for yourself first and foremost.

 

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