http://www.customerservicepoint.com/customer-service-news-home.html Our thoughts on customer service, presented by Customer Service Point. en-us Thu, 5 Jul 2007 22:20:18 +0200 Thu, 5 Jul 2007 22:20:18 +0200 Easy Blogs ( http://www.easyblogs.com ) http://www.customerservicepoint.com/customer-service-blog-200707.html#e30 http://www.customerservicepoint.com/customer-service-blog-200707.html#e30 Thu, 5 Jul 2007 22:20:18 +0200 You know the adage: "Features tell, benefits sell"? It's one of those true and tested marketing laws.Recently, however, I read a short article by Bob Bly, Your 25th Year in Business - but Does Your Customer Care? about when to break that law, and use a feature... http://www.customerservicepoint.com/customer-service-blog-200706.html#e29 http://www.customerservicepoint.com/customer-service-blog-200706.html#e29 Sat, 23 Jun 2007 14:08:21 +0200 Just as any other person, I have to deal with utility companies. Maybe 'deal with' is not a good term, as the power usually works, and if I turn on the tap, water pours. And it has done for years. So overall I think utility companies do a pretty good job.But... http://www.customerservicepoint.com/customer-service-blog-200705.html#e28 http://www.customerservicepoint.com/customer-service-blog-200705.html#e28 Wed, 16 May 2007 16:02:07 +0200 Recently I was explained a model about how to figure out the emotions behind choices. Choices in iteself often don't give many clues about the emotions behind that choice. I really love this technique, because it helps me get into the mind of customers, see... http://www.customerservicepoint.com/customer-service-blog-200704.html#e27 http://www.customerservicepoint.com/customer-service-blog-200704.html#e27 Mon, 30 Apr 2007 00:53:16 +0200 In my online travels I've come to meet and become friends with many people around the globe. Richard Gorham is one of them. I met with himand his wife Suzanne when they came to Amsterdam:Recently,Richard sent me a set of audiobooks he just finished. I was amazed... http://www.customerservicepoint.com/customer-service-blog-200704.html#e26 http://www.customerservicepoint.com/customer-service-blog-200704.html#e26 Mon, 23 Apr 2007 11:36:21 +0200 Last year, I shared my "Friction theory" with readers of Customer Servings, our highly acclaimed customer service newsletter (Not a subscriber? click here to subscribe!).In that article I shared my thought about how friction in any point a customer comes into... http://www.customerservicepoint.com/customer-service-blog-200704.html#e25 http://www.customerservicepoint.com/customer-service-blog-200704.html#e25 Wed, 18 Apr 2007 15:39:19 +0200 Recently we decided to buy a new digital photocamera (for the technically inclined under you: an SLR - camera, with interchangeable dual lens kit) to be able to photograph our children and important events in our lifes with great quality.Since the age of Internet,... http://www.customerservicepoint.com/customer-service-blog-200703.html#e24 http://www.customerservicepoint.com/customer-service-blog-200703.html#e24 Wed, 7 Mar 2007 14:54:49 +0200 Recently I came across a privacy policy of a company located in California (I anonimyzed it, this is not about the company). It was quite a lengthy privacy policy, well-worded, and it covered all the main area's. But it started with this paragraph."Your California... http://www.customerservicepoint.com/customer-service-blog-200702.html#e23 http://www.customerservicepoint.com/customer-service-blog-200702.html#e23 Fri, 16 Feb 2007 23:36:23 +0200 Robert Ringer wrote an excellent article on a 'disease' festering amongst many businesses.In "Customer Service is a Mindset" (great title, very true!), he talks about customer service people who have one big goal. It's not, as you might guess, service the customer.... http://www.customerservicepoint.com/customer-service-blog-200702.html#e22 http://www.customerservicepoint.com/customer-service-blog-200702.html#e22 Thu, 15 Feb 2007 16:57:23 +0200 Customer Service is not just about handling calls and smoothing the wrinkles of annoyed customers. It's in just about anything you do as a business.Take packaging for example. Packaging is not about customer serrvice you say?When I was having lunch, I was holding... http://www.customerservicepoint.com/customer-service-blog-200702.html#e21 http://www.customerservicepoint.com/customer-service-blog-200702.html#e21 Sun, 11 Feb 2007 18:43:20 +0200 On November 28 last year I wrote about the blog of Dr. Ken Evoy. In my mind one of the shining lights when it comes to customer service.A few days in the new year, he received a magnificent gift from a group of grateful customers. Yesterday, Dr. Ken wrote about...