Dec 5, 2012

One of my favorite tools to use for customer support is a frequently asked questions page (also referred to as a FAQ). These pages have been in use since the dawn of the Internet, and the concept behind them is simple; visitors will often have questions, and the majority of the time those questions have been asked and answered before.   A savvy website will...

Nov 15, 2012

A recurring stereotype regarding wireless provider customer support is that your calls will be directed to a representative in India. For the most part you’d be correct.   Tracfone’s  stable of wireless providers all outsource customer care  to India, and T-Mobile’s recent decision to ship jobs overseas means that millions of Americans will reach a...

Nov 7, 2012

The growth of the Internet and social media in particular is changing the face of customer service. Customers can publicly praise or condemn a business, on their Facebook walls or Twitter feeds for example. The business then has to respond publicly in the best possible way. At lot is at stake and businesses need to be set up to deal with these situations...

Jul 6, 2012

No other industry is as dependent on Social Media as the leisure and hospitality industry. According to Career Builder, 57 percent of companies that fit into that category say they use social media to promote their business, while the next closest competitor is the IT industry with a depressing 48 percent. The hospitality industry’s lead doesn’t surprise me;...