Nostalgia

posted on 2011-09-04 | No comments yet

I’m a big fan of music. Music of all types, country, pop, classical, oldies and so on. The other day I came across an anthology of hits from the 1950’s. It included such hits as “High Noon” by Frankie Lane, “How Much is that Doggie in the Window” a classic by Patti Page, and of course “Love is a Many Splendored Thing.” Each song brought back a special memory for me.

Now, depending on your age or interest in older music you may or may not have ever heard of any of these song...

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Happy Endings

posted on 2011-08-30 | No comments yet

I got to thinking (dangerous stuff, that thinking) about happy endings and if such an idea is applicable to live chat services. Now I don't want to presume that we all have the same idea of a happy ending. To a large extent your definition of a happy ending depends on the circumstances. Remember, not even every nursery rythm has a happy ending.

Let's think about what constitutes a happy ending. It's an ending that brings warmth and satisfaction to mind. You might even say happy endings are...

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Just When You Thought it was Safe!

posted on 2011-08-11 | No comments yet

Remember back to what it was like when you were in the fifth grade? Toward the end of your time in the module you became really comfortable Your desk was just that; your desk. You had a regular routine. You had done well in learning the tasks and skills any fifth grader was expected to know. Yes, it was comfortable. Except, it was all about to change. You were moving on to the sixth grade. Everything new, new challenges, new teacher, new subjects, even a new desk. Bob Dylan summed it up bes...

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What is a Customer?

posted on 2011-07-20 | No comments yet

According to the Merriam-Webster Dictionary a customer is: one that purchases a commodity or service. Hmmm, if it were only that simple any more. The dictionary definition of customer is too limiting, as a customer my needs and wants go beyond just being someone who buys something. Let's dig a bit deeper, say, customer service. According to Wikipedia customer service is: "... the provision of service to customers before, during and after a purchase."

If I were to define myself as a custom...

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Where Has Attention to Customer Needs Gone?

posted on 2011-06-29 | No comments yet

In a recent blog, I mentioned that I had encountered a live chat representative who totally missed the reason I contacted them. In doing so, the operator cost their firm my business. What I realized was that the operator was working from a script and I wasn’t as assertive as I could have been.

Regardless, this interaction brought home the need for improved support and training of live chat operators, or at least a closer examination of the content of their scripts. The one line that coul...

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