By Peter Lyle DeHaan, PhD Recently I experienced poor customer service and great customer service. Both happened the same day; both came from the same organization. By choice I bank locally. My bank has a main office and two branches. For twelve years, I’ve always used the same branch. When I make a deposit, I […]
Tag: customer service
By Peter Lyle DeHaan, PhD The last few days have been challenging at the DeHaan household. Too much rain in too short of a time produced localized flooding. Coupled with some unusual factors with our house and lot, the result was water gushing into our basement. It took four pumps, several hours of bailing, and […]
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Call Center Fiasco
By Peter Lyle DeHaan, PhD It’s Black Friday; Big Box Store advertises smartphones for a dollar. After standing in line for over an hour, we learn that because I have a business plan, they can’t sell us phones. However, all we need to do is change to an individual plan, and they send us to […]
By Peter Lyle DeHaan, PhD Do you participate in customer service surveys? Sometimes I do, and sometimes I don’t. Frankly I’m not sure if they actually serve to improve customer service, but I do know completing them makes me feel better when I’m upset. Based on my experiences, here are some tips to obtaining better […]
By Peter Lyle DeHaan, PhD My wife and I recently moved. Some aspects went smoothly, and others were not so good. Part of moving is canceling services and changing mailing addresses. Each one is a customer service opportunity. Some companies excel at this, while others struggle, which produces repeat calls. This causes ramifications for both […]
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Don’t Make Me Have To Get Mad
Training Customers to Abuse Staff By Peter Lyle DeHaan, PhD Several years ago, a female associate and I traveled to a convention. At the hotel there were long lines at the registration desk. Eventually advancing to the front, we learned only my room was available; my co-worker’s reservation was cancelled. The hotel, by the way, […]
An Interview with David Lloyd, CEO of IntelliResponse, By Peter DeHaan, Ph.D. The medical call center has seen many changes in the last few years, especially in the evolving digital and social economy. New technologies have changed the way hospitals and healthcare organizations are marketing and connecting with their main constituents. Some have been reluctant […]
By Peter Lyle DeHaan, PhD Interactive Voice Response (IVR) seems to be everywhere – and no one likes them! You call a company and get a recording. Who wants that? In response to frustration with infuriating IVR systems that give endless levels of options, many people seek to bypass the machine by pressing zero – […]
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3 Customer Service Lessons
A Saga of Shoe Shopping By Peter Lyle DeHaan, PhD When my daughter visits, we enjoy certain father-daughter activities. One of them is going for walks. Unfortunately, I’ve lately been skipping this, not due to a lack of interest, but because blisters would be the painful result. When my daughter was in college and on […]
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Is It Business or Personal?
By Peter Lyle DeHaan, PhD I’d been using the same business forms printer for seventeen years—or what was essentially the same one. Our time together bridged many changes. For me, it transcended two places of employment, with different office locations; on their part, it spanned three ownerships, a time of expansion and contraction, three name […]