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email messages lost in translation?

Have you ever sent an email full of love, only to have it interpreted by the receiver as if it were full of boiling hate?  Fired off an innocuous late night note to a customer only to read a reply in the morning that would suggest you’d asked about murdering their first born?

Yep, it’s happened [...]

by paul | July 21st, 2010 | Tags: , , , , | Category: customer service, enterprise tools | View Comments

small changes, big ripples. On customer service

An experience I had today reminded me of a recent post that was doing the rounds entitled ‘50 things your customers wish you knew‘

You’d like to hope that a list such as this was simple common sense and you wouldn’t have to spell it out:  unfortunately it isn’t.  And you do.

(warning, this story contains no [...]

by paul | March 11th, 2010 | Tags: , , | Category: culture, customer service | View Comments

a look at how Dell makes money via Twitter..

Dell’s Senior Manager for Corporate Affairs, Richard Binhamme (@richardatdell) talks to Mashable about Dell’s Twitter strategy, and some of the key principles that they follow to best leverage the platform.

You can find the full details over at the original article, but the three main points are as follows:

The right motivation is key: if you have one [...]

by Marc | January 15th, 2010 | Tags: , , , | Category: customer service, examples, social media, twitter | View Comments

guidelines for corporate social media use, c/o Coca-Cola

Adam Brown, Coke’s head of social media, has published their guide for staff involved with SM. Along with a video, embedded below, there’s also a simple 3 page guide which you can download here (PDF)

To boil the guide down even further, the ten major points are as follows:

Be Certified in the Social Media Certification [...]

by rosie | January 12th, 2010 | Tags: , , | Category: customer service, examples, social media, social networking | View Comments

simple example of good customer service via Twitter

Probably the easiest way to really illustrate the power of using social media and online tools from a customer service perspective is to offer up real-life stories of such.

This following example happened to me personally and I thought I’d share it here.  As mentioned in an earlier post, we’ll continue to showcase further good and [...]

by paul | January 11th, 2010 | Tags: , , | Category: customer service, examples, social networking, twitter | View Comments