REL Communications
Home Page
Service Excellence
How You Do What You Do, By Bob Livingston
In The News
Contact Us


This blog may be monitored for quality assurance
Jul 8, 2008

This survey fron CNN Sci-Tech Unit reconfirms most of what we experience in dealing with call in centers.
Click Here 

 It is the same old story of waiting, insincere voice prompts, time wasted all leading to customer rage  played out in one form or another. Off shored customer call centers provoked the highest form on negative reaction. 

 It is  interesting to note that Barack Obama, in setting up his campaign's 24 hour call center, has designed it so that you will always speak to a person live?  Technology should always enable and enhance a better customer experience.  That is how it should be done in an ideal situation; faster cheaper and BETTER for the consumer/customer. How you do, what you do can sabatoge any great relationship.

Why do companies continue to sabatage relationships time and again....Why don't they realize it is far cheaper to retain customers than acquire new ones.  Thus, it begs the question what about connecting with customers don't they get are they not getting? In serving those we do, connectivity wins out over detachment everytime.  Why is this so difficult to understand and enact?  Simple? perhaps, but therein lies the complexity....

Subscribe RSS Feed

In The News Subscribe to RSS Feed 
 > Getting Better at Getting Better  
 > The Retail Service Quality Index  
 > Southwest Airlines' "bags fly free" stra...  
 > The Customer is Always Right  
 More >>  
How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

  ©Copyright 2008. REL Communications. All Rights Reserved.  
home | service excellence | the book | consulting | in the news | lectures | testimonials | about | contact | privacy policy | careers