Archive | Customer Service RSS feed for this section

Customer Service content from Leo Nelson

Twitter Activated Vending Machines

While at a conference recently, a vendor was using a Twitter activated vending machine from Innovative Vending Solutions.

Each Twitter-activated vending machine incorporates a touch-screen interface to display the instructions to the consumer.  The consumer is prompted to “tweet” a specific #hashtag to a dedicated @handle from their mobile device.  Once the consumer tweets the @ and #, a product is immediately dispensed from the machine.  Apparently, the machine utilizes a unique hashtag that is specific to the machine, so you have to be standing directly in front of the machine in order to utilize this functionality.

Equal Support Provider

When doing a presentation recently, I made the case that there should not be a perceived difference in service delivery when a customer is interacting with an organization’s social media support channels (e.g. Twitter, Facebook, Chat  etc.) versus traditional Help Desk support channels (e.g. Phone, Walk-In, Email etc.). In my opinion, not only does this negatively affect the organization brand, but it also encourages support traffic to be routed to the path where the perceived best level of service will be received.

Are you an equal support provider?

Equal Support Provider

Customer First

Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos

Customer Service Numbers

It’s not a big deal finding a toll free number for a company, but finding a toll free numer that can eventually lead you to a live human operator is becoming an ordeal. Thankfully the good folks over at Quickbase have a customer service chart with shortcuts you can take to avoid the typical corporate Interactive Voice Response (IVR) system – the press #1 followed by 2 followed by 3 followed by ‘Please Try Again – A Response Is Required’ system.

Two numbers I definitely need from the chart are for Amazon.com (800-201-7575) and for Comcast (800-266-2278). In the past my computer manufacturer’s number would have been on the list, but unlike Dell, Gateway has a much more friendlier and more efficient customer service team and as a result I’ve never had to wait more than 2 minutes to speak to a customer service representative. In fact just two days ago when I called to have my laptop CD-ROM drive fixed, the whole troubleshooting process and new shipment confirmation was done in less than 5 minutes.

As a consumer, if I can speak to a company representative in less than 2 minutes and get a problem fixed in less than 5, you’ve essentially got me locked in as a life time customer.