December 2008 Blog Posts (2)

Welcome to 2009 . . .

Looking forward is easier than looking back for the American Teleservices Association . . . or is it? I think about the great year we had in teleservices, and I think that maybe we should count our blessings in spite of a challenging economic outlook. This last year we saw some significant events that are worthy of excitement:

1. The defeat in the House Subcommittee of H.R. 1776 that would have caused irreparable harm to the offshore industry in large part due to ATA testimony. This… Continue

Added by Tim Searcy on December 31, 2008 at 6:55am — No Comments

Customer Service: 'Wow' Versus 'Ow'

What's the difference between 'wow' and 'ow' (as in 'ouch') service? Willingness to check for understanding. It's doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and they deem your company worthy of wonderful word-of-mouth.

Check Your Understanding of the Customer's Plight

By the time customers contact a service… Continue

Added by Lynn Hunsaker on December 2, 2008 at 11:27am — No Comments

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