Posts Tagged ‘phone’

Customer Service and a Culture of Helping

Mike | November 4th, 2013

“Thanks for contacting us with your question.  We’ll reply within 3 business days.” When people discuss the “helping” careers, they are usually referring to honorable fields such as social work, teaching, and psychotherapy. Rarely does selling shoes come into the mix. Yet Zappos has built an online empire, growing in little more than a dozen years […]

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Small Business and Startups: Slice & Dice Your Customer Service Data

Mike | October 29th, 2012

After every quarter I delve into our customer service data to have a look at a few things: first (and foremost) are we effectively meeting out goal of providing world-class customer service to our community? Next, what is the demand on our system and do we have capacity available to meet it? Third, have we […]

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