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Monthly Archives: February 2011
Worst customer service email ever?
Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back to serious topics next week, but in the meantime, let … Continue reading
Posted in Rants
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Identifying the “bright spots”
Change is hard. It’s tough to change our behaviors: to eat less or read more. We’ve failed before, so we put up barriers to future attempts at change. I just finished a great book called Switch: How to Change Things … Continue reading
Posted in KCS
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How Self-Service Fails
Often, the first step in making something work really well is to figure out how it can fail…and then making sure it doesn’t. In the case of self-service, most studies show that customers are successful less than half of the time … Continue reading
Posted in self-service
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