Comments on: How to Navigate Customer Service http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/ FSB Features Wed, 16 Dec 2009 18:30:20 +0000 http://wordpress.com/ hourly 1 By: Anonymous http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-11527 Anonymous Sat, 18 Oct 2008 07:05:18 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-11527 Nothing like resolving queries by employees, who are more committed and have a better attitude towards customer service...while cost saves can happen on outsourcing, we cannot compromise on customer service quality Nothing like resolving queries by employees, who are more committed and have a better attitude towards customer service…while cost saves can happen on outsourcing, we cannot compromise on customer service quality

]]> By: Zeppelin, Columbus, Ohio http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-10950 Zeppelin, Columbus, Ohio Tue, 14 Oct 2008 11:10:54 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-10950 I think they have a great approach to customer service. Most people in upper-level positions avoid customer contact at all costs (hiding behind voicemail and email). It's nice to see that some individuals still believe that they should be involved and responsible. I think they have a great approach to customer service. Most people in upper-level positions avoid customer contact at all costs (hiding behind voicemail and email). It's nice to see that some individuals still believe that they should be involved and responsible.

]]> By: abraham, San Francisco, CA http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8523 abraham, San Francisco, CA Wed, 04 Jun 2008 06:53:05 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8523 Quickbase is fantastic. I can't believe it hasn't become more widespread. Maybe the pricing and the UI has held it back. But, it is so powerful. I've build well over 20 apps with it. They are still in use today. It has a new flex developer front-end which should take it to a totally different level. Quickbase is fantastic. I can't believe it hasn't become more widespread. Maybe the pricing and the UI has held it back. But, it is so powerful. I've build well over 20 apps with it. They are still in use today. It has a new flex developer front-end which should take it to a totally different level.

]]> By: Pete, Dallas, Texas http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8345 Pete, Dallas, Texas Sat, 31 May 2008 06:26:49 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8345 where is Terry Jones? I thought he is running the show at Kayak? where is Terry Jones? I thought he is running the show at Kayak?

]]> By: Keith, Raleigh, NC http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8250 Keith, Raleigh, NC Fri, 30 May 2008 15:27:08 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8250 Awesome approach! It keeps everyone in touch with the business which I think is key. I think it's important that everyone not lose touch with their consumers. Empathy is key. Awesome approach! It keeps everyone in touch with the business which I think is key. I think it's important that everyone not lose touch with their consumers. Empathy is key.

]]> By: Paul South Florida http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8202 Paul South Florida Fri, 30 May 2008 13:35:51 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8202 Customer service has been and should always be the #1 priority in any business especially an online business.There are hundreds of thousands of potential replacements for your services and customers will start looking for the alternatives if they are not satisfied with your service. http://www.sellmyinventory.com Customer service has been and should always be the #1 priority in any business especially an online business.There are hundreds of thousands of potential replacements for your services and customers will start looking for the alternatives if they are not satisfied with your service.

http://www.sellmyinventory.com

]]> By: Kathy, Nagoya, Japan http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8192 Kathy, Nagoya, Japan Fri, 30 May 2008 07:00:03 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8192 As a loyal kayak user, I say bravo Mr. English. I use kayak for my busy international business and personal travel and am thrilled that in few moments I have access to the information I need for future meeting planning and budgeting. As a loyal kayak user, I say bravo Mr. English. I use kayak for my busy international business and personal travel and am thrilled that in few moments I have access to the information I need for future meeting planning and budgeting.

]]> By: Richard Stevenson, Charlotte, NC http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8163 Richard Stevenson, Charlotte, NC Wed, 28 May 2008 14:59:03 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8163 Certainly valid for SMBs, English's approach is absolutely spot-on. At CobbleSoft, we believe that there are many hidden depths of expertise throughout an organisation that are fully able to provide quality assistance. We designed our whole service management product COIGN around that very concept 5 years ago. That's right up there with the forerunner capabilities for social networking in custoemr support, and now the new blog/wiki options. Use what you have available to you to make and keep your customers happy - don't become complacent. Certainly valid for SMBs, English's approach is absolutely spot-on. At CobbleSoft, we believe that there are many hidden depths of expertise throughout an organisation that are fully able to provide quality assistance. We designed our whole service management product COIGN around that very concept 5 years ago. That's right up there with the forerunner capabilities for social networking in custoemr support, and now the new blog/wiki options. Use what you have available to you to make and keep your customers happy – don't become complacent.

]]> By: Murali, Kerala, India http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8070 Murali, Kerala, India Thu, 22 May 2008 04:23:05 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8070 Appointing a customer service personnel came recently in companies to attain complete customer satisfaction. In India we were in practice that attaining customer satisfaction is not only one man show, it is everybody's duty from bottom level to top level.And we gain a win in that policy. But when one person is appointed for this purpose the rest o f staff thought that it is his duty and we do not indulge in that. So the purpose of the company is not satisfied and customers also became unhappy in the new trend. Appointing a customer service personnel came recently in companies to attain complete customer satisfaction. In India we were in practice that attaining customer satisfaction is not only one man show, it is everybody's duty from bottom level to top level.And we gain a win in that policy. But when one person is appointed for this purpose the rest o f staff thought that it is his duty and we do not indulge in that. So the purpose of the company is not satisfied and customers also became unhappy in the new trend.

]]> By: Paul Michael, Arlington MA http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8047 Paul Michael, Arlington MA Wed, 21 May 2008 13:06:29 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8047 Maybe kayak has grown so rapidly because they know how to interpret customer requests, knowing which ones to fix and how. And maybe they only need an average of 20 minutes per employee per day since Kayak is responsive fixing all bugs, resulting in a smaller number of requests than a typical software company would get. Maybe kayak has grown so rapidly because they know how to interpret customer requests, knowing which ones to fix and how. And maybe they only need an average of 20 minutes per employee per day since Kayak is responsive fixing all bugs, resulting in a smaller number of requests than a typical software company would get.

]]> By: Yes http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8038 Yes Wed, 21 May 2008 03:26:31 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8038 English used to work for Intuit. English used to work for Intuit.

]]> By: Ed Francais, Scituate, MA http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-8033 Ed Francais, Scituate, MA Wed, 21 May 2008 00:07:04 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-8033 One must be careful, implementing customer fixes or suggestions "realtime". In reality, no one customer's opinion matters that much. Eg. one customer may want the dashboard blue and another complains that he wants green. A company, if not exercising restraint, could cause change-thrashing trying to implement every Tom, Dick and Harry's 'suggestion', which may not suit the masses who use the product or service. But Kayak seems to have support on a tight leash, with only 20 minutes per day spent per employee. One must be careful, implementing customer fixes or suggestions "realtime". In reality, no one customer's opinion matters that much. Eg. one customer may want the dashboard blue and another complains that he wants green. A company, if not exercising restraint, could cause change-thrashing trying to implement every Tom, Dick and Harry's 'suggestion', which may not suit the masses who use the product or service. But Kayak seems to have support on a tight leash, with only 20 minutes per day spent per employee.

]]> By: Mark, Annandale, VA http://fsbfeatures.blogs.fsb.cnn.com/2008/05/20/how-to-navigate-customer-service/#comment-7999 Mark, Annandale, VA Tue, 20 May 2008 13:42:35 +0000 http://fsbfeatures.wordpress.com/?p=211#comment-7999 I think that technology solutions are a means to an end. What works great for one company, might not work that well for another company. If one views technology as an agnostic, then it becomes clear that your decisions to implement a solution are driven by price and need. I don't think this business needs a multi million dollar Siebel solution. In the future, they might change their business so that option might be necessary. I think that technology solutions are a means to an end. What works great for one company, might not work that well for another company. If one views technology as an agnostic, then it becomes clear that your decisions to implement a solution are driven by price and need. I don't think this business needs a multi million dollar Siebel solution. In the future, they might change their business so that option might be necessary.

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