Comments on: How to Talk to Customers: An Interview with Diane Berenbaum http://customersrock.net/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: ModernMagellans http://customersrock.net/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/comment-page-1/#comment-1617 ModernMagellans Fri, 27 Jul 2007 00:11:13 +0000 http://customersrock.wordpress.com/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/#comment-1617 <strong>Why Don't People Call Back?</strong> I have seen too many companies that collect information at trade shows and meetings that then fail to follow through with a call or mailer. Why collect information from people who stop by the booth and then just add it... Why Don’t People Call Back?

I have seen too many companies that collect information at trade shows and meetings that then fail to follow through with a call or mailer. Why collect information from people who stop by the booth and then just add it…

]]> By: An Interview with Diane Berenbaum, Part 2 « Customers Rock! http://customersrock.net/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/comment-page-1/#comment-1616 An Interview with Diane Berenbaum, Part 2 « Customers Rock! Mon, 09 Jul 2007 14:27:36 +0000 http://customersrock.wordpress.com/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/#comment-1616 [...] the worst mistakes made by contact centers, employee loyalty, as well as a few success stories.  Here is the first part of the interview, and here is a great summary of it from the blog CallCenterScript by Michael [...] [...] the worst mistakes made by contact centers, employee loyalty, as well as a few success stories.  Here is the first part of the interview, and here is a great summary of it from the blog CallCenterScript by Michael [...]

]]> By: Becky Carroll http://customersrock.net/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/comment-page-1/#comment-1614 Becky Carroll Fri, 06 Jul 2007 17:25:56 +0000 http://customersrock.wordpress.com/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/#comment-1614 Thanks, Lewis! Creating a culture of customer service is critical to the success of a customer-focused initiative in the service arena. I liked your observation on empowerment/authority for reps as well. Although I didn't ask Diane about this, I am sure she would agree! Thanks, Lewis! Creating a culture of customer service is critical to the success of a customer-focused initiative in the service arena. I liked your observation on empowerment/authority for reps as well. Although I didn’t ask Diane about this, I am sure she would agree!

]]> By: Lewis Green http://customersrock.net/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/comment-page-1/#comment-1615 Lewis Green Thu, 05 Jul 2007 17:57:18 +0000 http://customersrock.wordpress.com/2007/07/03/how-to-talk-to-customers-an-interview-with-diane-berenbaum/#comment-1615 Becky, Great interview! I am not easily impressed but Diane and Communico are impressive. This is the piece that makes it all work: "If MAGIC is embedded in their organization, and it is their standard, then they use it for hiring, the orientation process, as well as training once they are on board. Some of them, for example, have people role play or model a scenario." Great experiences come from within a culture, and that is where customer service must be focused. Start with employees, do it right, inspire and motivate them, and give them the authority to make good customer service decisions. It's MAGIC. Becky,

Great interview! I am not easily impressed but Diane and Communico are impressive. This is the piece that makes it all work: “If MAGIC is embedded in their organization, and it is their standard, then they use it for hiring, the orientation process, as well as training once they are on board. Some of them, for example, have people role play or model a scenario.” Great experiences come from within a culture, and that is where customer service must be focused. Start with employees, do it right, inspire and motivate them, and give them the authority to make good customer service decisions. It’s MAGIC.

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