July 28, 2017

This is Why You Should Respond to Customer Satisfaction Surveys


There are many reasons why we do not respond to surveys. Based on anecdotal information I have collected from people who have responded to surveys about service, I have heard: Survey responses fall on deaf ears, or no actions are taken to remediate perceived flaws. Survey fatigue. I have already responded to this survey several [...]

Seven Attributes of an Extraordinary Support Analyst (Part 2)

In my previous blog entry I highlighted four of the seven attributes of Extraordinary Support Analysts. Those are organized and disciplined; active listening; focus on one thing at a time; and feel the pain. The following completes the portfolio of attributes of an Extraordinary Support Analyst. 5.  Communicate with Clarity, Confidence and Credibility Average Support [...]

Seven Attributes of an Extraordinary Support Analyst (Part 1)

Changepoint Customer Service

For a number of years, I have had the good fortune to work with some of the finest Customer Support professionals serving the software manufacturing industry. Combining my experience of managing a global Support organization with several years of managing North American Technical Sales Support teams has offered the opportunity to observe what I have [...]

In a word, what does Customer Service mean?

Changepoint Customer Service & Client Support

I recently directed this question to our global technical support team. The question came out of the blue and was intentionally ambiguous in order to be thought provoking. It worked. The team was eager to share what Customer Service meant to them and replied with great explanations about their passion for service, and the value [...]