Category ›› Blogging
10 Ways Being a Theatre Major Prepared me for Success
Yesterday I posted Ten Ways Being a Theatre Major Prepared Me for Success on my personal blog. Thought I’d link to it in the event that any SQC subscribers would be ...
The Social Media Buzz; Time for Decaf?
I was part of a great ACCP event last week sponsored by Avtex and hosted by Pella Corporation at their headquarters. There was a wonderful presentation made on the subject of monitoring and responding to customers through social media by Spindustry and their clients from Omaha Steaks. Then, this morning, the Wall Street Journal dedicated an ...
Angry Customers Part 4 – Do the Opposite
It was brought to my attention that this post had gone missing from the archive. Thanks for bringing it to my attention! Angry customers will often come at you with a negative tone and accusatory language. They are convinced, before they even picked up the phone, that you aren’t going to be helpful. They are expecting ...
Coffee Time Links 09-22-10
SQC’s Coffee Time Links mantra: 15 minutes. 1 cup of coffee. 5 great links. Top Tips To Improve Your Customer Surveys Top Tips for Internet Chat in the Call Centre Growing Business the Old-Fashioned Way Getting Past Task-Oriented Behavior Is Customer Effort the Next Customer Experience ...
SQC en Espanol!
Service Quality Central (formerly QAQnA) has gone Spanish! Many thanks to Joaquin at CCSur in Spain for approaching us about translating and posting one of our blog posts on their site. Creative Commons photo courtesy of Flickr and ...
QAQnA is now Service Quality Central (SQC)
Four years ago, I started writing a blog about call center quality assessment (QA), customer satisfaction, and customer service. The blog was called QAQnA (Quality Assessment Questions aNd Answers). QAQnA attracted a loyal following over the years and became known as one of the best call center related blogs and websites anywhere. But, I ...
QAQnA is Getting a New Identity & New Look
My regular readers and subscribers have likely noticed a marked downturn in posts in recent months, but it’s not because I’ve been idle! I’ve been working for several months on an exciting project to move QAQnA to a new domain with an exciting new look. One of the consistent pieces of feedback I’ve received over ...
What My Readers Tell Me Makes My Blog Stand Out
I had a pleasant conversation yesterday with a regular reader who, after two years, emailed me and asked to have a conversation. It made my day. In the course of our chat he mentioned to me why he appreciated my blog, and what made it stand out. I've heard similar comments before from other readers. ...
How Customer Service Should Respond to Social Media
Whenever I hear someone in the blogosphere or Twitter railing against one of my clients, I immediately bring it to their attention. In most cases, I've witnessed my clients responding immediately and appropriately to the situation in an attempt to rectify a problem. After sending a handful of negative posts to one of my clients, ...
Extra-Mile Service in a Cost Cutting Business Climate
Heidi Miller has been a kindred spirit in the blogosphere since I first started blogging over three years ago. She has a great post over at the Spoken Communications Blog asking how we're supposed to determine where to cut when customers want us to go the extra-mile (I've always said that there are no traffic jams along ...
