Comments on: Get Out and Boogie on the Customer Service Dance Floor!

By: chris_fuel

chris_fuel — Sat, 12 Jul 2008 16:27:56 +0000

Well, you’ve left a defensive comment to this post which really doesn’t make sense, refusing to state your logic behind it. I’m asking you to justify this, because you’re putting weird words in the mouth of the article writer, without justification, which really isn’t all that fair. That said, if you leave it as is, given my response, your comment will have no substance, leaving you in a pretty poor position if you want to be heard later on. Assuming these things, the question is not what’s it got to do with me, but what’s it worth to you to seem like a person with sound logic?

By: Charles Sweeney

Charles Sweeney — Sat, 12 Jul 2008 16:16:38 +0000

@chris fuel. What question would that be? In the meantime you can answer my question. What’s it got to do with you?

By: chris_fuel

chris_fuel — Sat, 12 Jul 2008 14:08:57 +0000

@Charles Sweeney: Answer the question

By: Charles Sweeney

Charles Sweeney — Sat, 12 Jul 2008 09:05:37 +0000

@chris fuel. Hi chris. What’s it got to do with you?

By: chris_fuel

chris_fuel — Sat, 12 Jul 2008 04:57:27 +0000

@Charles Sweeney

I did a search for “0% trusted” on this page and only came up with your comment on the search, so I’m not sure what to infer from your quoted meaning. Really I don’t see anything in this article to suggest that customers are not trusted, but to the opposite extent of making sure they’re served in a more quality oriented fashion.

While I may have a shiney Sitepoint badge thingy on, I’m fairly open to ideas. If you can show me where this inferred meaning is I’d be happy to discuss potential logic behind it with you. Also note that I am also a returning customer, be it personal purchases or ones of reimbursement through companies I’ve worked for.

@The Article

To the point of this article, the company I work for is fairly small, and this sort of thing comes up a lot. Guess who answers calls when the Sales people are tied up? The marketing team. When they get tied up, the IT team comes to help as well. What’s this done for us? As a team, from experiencing customer service first hand, we can realistically come up with more targeted ways of getting more customers.

However, we do have our down days, in which the Sales folks pretty much have a handle on things. During these times we often have discussions on key phone calls. This can be anything from a great sale to a very unique customer situation. We, of course, hear about bad calls too, as what customers don’t like is an extremely critical part of our improvement process.

By: Charles Sweeney

Charles Sweeney — Fri, 11 Jul 2008 13:32:14 +0000

Here’s a repeat customer telling you that he doesn’t like to be publicly branded as “0% trusted”. Spare me the reasons why you do this, I know them.

By: rizzi

rizzi — Sat, 05 Jul 2008 20:02:38 +0000

heyyy….I manage a support team for a registrar and this is something we can use….great post

By: rizzi

rizzi — Sat, 05 Jul 2008 20:00:36 +0000

I manage a support team for a registrar as well

By: AK

AK — Fri, 27 Jun 2008 05:03:09 +0000

This article was definitely needed. It’s important to understand what kind of impact your actions have on the company.

By: tcertain

tcertain — Thu, 26 Jun 2008 11:10:30 +0000

I worked in the manufacturing sector for many years. I can’t tell you how many times I said “Customer Service people should have to work on the floor and know what they are talking about, and the people on the floor should have to do a stint in customer service to see what they go through on a day to day basis. Having worked on both sides of it, it is a real eye opener.

Kudos to you for using your strategy.