August 2009

FAIL? Not really…

27 August 2009

A little while ago, I attempted to join the Awareness, Inc. webinar, with Chris Brogan as the featured speaker.  Chris was going to discuss Trust Agents, among other topics (I presume).  I was looking forward to it, as were many others.  I dialed in a few minutes early and fired up the WebEx client.  I [...]

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Empathy

24 August 2009

Empathy goes a long way when dealing with a person or, in the case of this post, a customer.  I think that this might be one of the better tools in a customer service representative’s box to disarm a customer (if they are angry) or satisfy a customer (if they are purely inquisitive).  To display [...]

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Bullhorn 2.0?

4 August 2009

People use social media and social networking for various reasons and levels of effectiveness.  I like to use these channels as ways of opening up two-way communications and dialogs, rather than one-way blasts (search many of the past posts here and you’ll see what I’m talking about).  Recently, though, I’m seeing people follow me on [...]

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