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Top : Bacal Never Ending Customer Service Interviews: In this interview format customer service author and consultant Robert Bacal does some myth busting about customer service.
Articles:
Social Media, Customer Service and Related Topics - The Bacal Interviews - by Robert BacalIn this interview Robert suggests that we need to think and talk about customer service as a business tool, and not an entitlement of customers. Sometimes improving customer service can damage a business (Added: 2-May-2011 Hits: 137 )
Customer Service Vs. Servitude, and I'll Have Some Brats With That - by Robert Bacal
Too many customer service advocates and customer believe customer service employees should serve as if they are slaves. (Added: 2-May-2011 Hits: 170 )
The Three Different Worlds of Customer Service Perceptions - The Twain Shall Never Meet - by Robert Bacal
If you want to understand why customer service levels remain poor, check out this interview with Robert Bacal that applies system thinking to the problem and looks at the "human system" (Added: 2-May-2011 Hits: 263 )
Social media makes customer service worse. - by Robert Bacal
Despite the claims that social media will or is improving customer service, the surveys show otherwise. Here`s why social media damages customer service quality. (Added: 2-May-2011 Hits: 235 )
Where Do You See Customer Service Going This Year (Customer Empowerment) Never ending customer service interviews - by Robert Bacal
There's been so much talk about how social media is changing customer service, and in particular a number of experts have suggested this will be the year of the customer -- that customers will become way more powerful and that will result in much better customer service as companies realize the impact of poor service. What do you think? (Added: 26-Apr-2011 Hits: 157 )
Survey Based Research On Customer Behavior and Use of Social Media Often Very Misleading - by Robert Bacal
If you are involved in customer service and you read only ONE Robert Bacal interview, read this because it explains why all the research on customer service misleads you. (Added: 2-May-2011 Hits: 270 )
How Good Does Customer Service Have To Be? The Answer Will Surprise! Never ending customer service interviews - by Robert Bacal
It should be a controversial topic, and this interview is an eye opener on how good customer service levels have to be. (Added: 2-May-2011 Hits: 282 )
Why Blaming Doesn't Work To Improve Customer Service - Never Ending Customer Service Interviews - by Robert Bacal
More interview material about customer service, this one deals with blame, whether coming from customers or management (Added: 3-May-2011 Hits: 143 )
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