By Peter Lyle DeHaan, PhD I’ve come to the realization that I tend to put off buying things. It’s not because I procrastinate (at least not too much), or because I am adverse to making decisions, or even because it is a money issue. Sadly, the reason that I often avoid purchasing things I want […]
Tag: customer service
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The Myth of Self-Service
By Peter Lyle DeHaan, PhD What is your self-service strategy? Is it in-place and fully functional? Perhaps it’s moving forward, slowly but surely. Conversely, you may still be contemplating what your self-service offerings should be – if any at all. If you do make available self-service to your clients or their customers, is it used […]
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Are You Certifiable?
By Peter DeHaan, Ph.D. Your call center may be an in-house operation or an outsourcer processing calls and contacts for other organizations. Regardless of the type of call center you work in, there is a common need for increased, positive visibility. This is necessary for two key areas. The first is budgeting; the second is […]
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Service Sold It
By Peter Lyle DeHaan, PhD Growing up I remember a commercial on the radio with the tag line, “Service sold it.” Even as a young child I was able to grasp the concept that this business provided such a high level of service that their mere reputation was sufficient for them to close sales and […]
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Customer Since 1978
By Peter Lyle DeHaan, PhD It was an emotional moment for me. After proudly carrying and using a Shell gasoline credit card for more than 20 years, I had just canceled it and was in the process of cutting it up. Not that I was angry or upset with Shell, but it no longer made […]