Your Source for Providing a Better Customer Service and Customer Support Experience

True Questions from the Front Lines of Customer Support and the Answers from Rich Gallagher

The webinar “Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support” was attended by hundreds of customer service and support professionals who submitted numerous questions for Rich G. during and prior to the webinar. Due to the time constraints of the event, Rich was unable to answer all of those great questions; however he has been gracious enough with his time to answer each and every one which we are posting in a two part series here. Read first part here.

Whether you attended the webinar or not, you may find that Rich’s answers to these questions may also help you turn your challenging customer situations into positive customer experiences.

Congratulations to Rick Bruce, Jason Lorenz and L. Graves who submitted the winning stories for a copy of Rich Gallagher’s latest book “How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.” Read more »

True Questions from the Front Lines of Customer Support and the Answers from Rich Gallagher

The webinar “Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support” was attended by hundreds of customer service and support professionals who submitted numerous questions for Rich G. during and prior to the webinar. Due to the time constraints of the event, Rich was unable to answer all of those great questions; however he has been gracious enough with his time to answer each and every one which we are posting in a two part series here.

Whether you attended the webinar or not, you may find that Rich’s answers to these questions may also help you turn your challenging customer situations into positive customer experiences.

Congratulations to Rick Bruce, Jason Lorenz and L. Graves who submitted the winning stories for a copy of Rich Gallagher’s latest book “How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.”

If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here. Read more »

Tweets of the Week - February 8-12, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

Take Stock In Customer Experience Leaders
http://bit.ly/a17dLU
by Bruce Temkin at Customer Experience Matters

How Comcast Approaches Social CRM
http://bit.ly/c1PGcd
by Jacob Morgan Read more »

Tweets of the Week - February 1-5, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

CRM & Customer Satisfaction: CRM implementations that improve your customer knowledge increase your customer satisfaction scores
http://bit.ly/9Feqk8
by Jim Henning at Vovici

The Perils of Treating Different Customers Differently
http://bit.ly/cV0UhB
by DonPeppers at Peppers & Rogers Group Read more »

Support Channel Survey by John Moore

We invite you to help our friend John Moore with his survey of customer support preferences and usage patterns. John will be running this survey – hosted on his blog Random Thoughts of a Boston-Based CTO: John Moore’s Weblog – through the end of March and will share his results once all the survey data is complete.

Please take the survey and invite your communities to do the same.

Take Survey

Webinar: Getting Your Worst Customers to Love You

Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?

All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature’s VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format will examine the best practices, tools and technology behind handling your worst-case scenarios. Read more »

Tweets of the Week - January 18-22, 2010

Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

To keep up to date with all these valuable links, simply follow us @Parature.

Customer Experience is More Important Than Ever
http://bit.ly/6WhtoJ
by Valeria Maltoni at Conversation Agent Read more »

"Best Practices in Customer Service" Webinar Series

Delivered by the industry’s leading minds, this thought leadership series is designed to serve as a valuable resource to provide insight into customer service best practices and industry trends. The webinars in this series are ‘must attend’ events for any organization committed to improving the customer experience. We invite you to register for one or register for all depending on the topics that interest you.

Customer service industry experts, Robert Spector – bestselling author, Rich Gallagher of Point of Contact Group, Paige Newcombe of Coremetrics, John Ragsdale of Technology Services Industry Association (TSIA), Dr. Natalie Petouhoff of Forrester Research, Jay Topper of Rosetta Stone, Sahar Hashemi of Coffee Republic, Lorraine Grubbs-West of Lessons in Loyalty and Southwest Airlines, and Lisa Ford – customer service expert will focus on current industry technologies, best practices and trends that are key for organizations to improve their support processes to improve the customer experience. Read more »

Tweets of the Week - January 18-22, 2010

Starting today, we will begin posting, here on the Parature Blog, all the tweets that we share each week on our Twitter account ( @Parature). Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience.

The Social Customer | Is Customer Service Really the New Marketing?
http://bit.ly/5YvWld
by Esteban Kolsky at TheSocialCustomer Read more »

Watch the webinar "The Nordstrom Way to Customer Service Excellence"

“The Nordstrom Way to Customer Service Excellence” webinar offers organizations insight into the inner workings of the Nordstrom customer service culture.

Outstanding customer service – the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty – is synonymous with one of the nation’s leading fashion specialty retailers. Nordstrom, known for providing the ultimate customer service experience, has become the national standard for customer service. How did they earn this reputation? What is their philosophy? The Nordstrom Way to Customer Service Excellence will feature Robert Spector, bestselling author of The Nordstrom Way to Customer Service Excellence. Mr. Spector will break down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization by detailing the nine management principles that have made them the gold standard for customer service. Read more »