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Service Untitled

The blog about customer service and the customer service experience.

Last Build Date: Tue, 13 Jun 2017 15:44:28 +0000


A New Chapter for Service Untitled

Mon, 08 Sep 2014 14:25:08 +0000

I started Service Untitled way back in April 2006 to document my experiences running customer service teams at a variety of quickly growing companies. I wanted to learn from others and share what I had learned myself. As it turns out, running customer service at quickly growing companies took up a lot of time and as […]

Can Facebook emotionally manipulate customer service?

Wed, 02 Jul 2014 14:59:26 +0000

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. In case you haven’t heard about it, or rather if the study was condoned by anyone in the field of ethical […]

Do consumers who spend more get better service?

Tue, 06 May 2014 17:31:37 +0000

While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the consumer who only frequents our store during the holiday buying season, or do we make exceptions and bend further to the left or to the right when it comes to mitigating […]

Budget cuts for the IRS result in unreliable customer service

Mon, 28 Apr 2014 18:19:02 +0000

Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we […]

Maintaining customer loyalty in an impersonal digital world

Mon, 21 Apr 2014 15:26:24 +0000

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more competition, more inventory, convenience, and cheaper prices. Shopaholics notoriously are in the constant search for the best prices […]

How to help call center representatives improve customer service

Tue, 15 Apr 2014 14:07:37 +0000

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a particular organization or service, statistics show calling is still the most […]

Making it easier for customers to be right

Fri, 04 Apr 2014 16:33:43 +0000

Customers aren’t always right, but outstanding customer service representatives who can say yes to correct service issues are more likely to garner support and help an organization recover from mistakes. No matter how hard we try, at some time or at some location, there is bound to be a service breakdown and that impact on […]

Bad customer experiences make customer service mistakes harder to forgive

Fri, 28 Mar 2014 17:34:26 +0000

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Most of us want to think problems should be resolved with the initial contact; at the very least let’s get our complaint directed to the department in charge. […]