Coffee Time Links 1-25-07

Coffee_time_16
The QAQnA "Coffee Time" mantra:
Fifteen minutes,
One cup o’ joe,
Five great links
.

  • The Consumerist shares a sad, but seemingly true tale of a consumer’s experience with Sprint’s call center. They refuse to cancel a dead person’s account. He owes them $80. Hmmm, if you can’t take it with you, I’m pretty sure you can’t send a check back either.
  • Red Tape Chronicles provides an interesting post on how to win Customer Service battles on the phone.
  • Ginger Conlon at 1to1 raises an interesting question that came up in a client meeting yesterday. "Is it better to have generalist CSRs or specialist CSRs?"
  • Jim Berkowitz had an interesting post on The Top 10 Factors that Make or Break Consumer Trust.
  • Becky Carroll’s post about how the words we say affect customers was timely, especially because I read it the same day a client asked me about the appropriateness of the word "kosher". What’s your take?

  4 comments for “Coffee Time Links 1-25-07

  1. January 26, 2007 at 3:25 am

    Good links, Tom! 🙂 I’ve discovered Becky already, so will check out the others.

  2. January 26, 2007 at 7:41 am

    Thanks, Meikah! Thanks for stopping by!

  3. January 26, 2007 at 10:43 am

    Great links, Tom. Interesting story about Sprint; I have been hearing this type of thing more and more lately. And 1to1 is my old stomping grounds! I will check out the others, too, with my cup of joe.
    Thanks also for including the link to my post, where you are mentioned as well.

  4. January 26, 2007 at 11:27 am

    Wow, Becky – I learned something new about you today. Keep feeding us the great content!

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