My Blog

AT&T Delivers Customer Service APP

admin — Fri, 24 Jun 2011 19:00:16 +0000

ATT today announced a new TV app that gives customers convenient access to self-support information and tools for their AT&T U-verse TV service directly from their TV screen — another way AT&T is delivering a better experience to U-verse customers. AT&T is rolling out the AT&T Troubleshoot & Resolve app under “Help” in the U-verse TV menu. The on-screen TV app is rolling out on a market-by-market basis over the next few weeks and:

Provides you with an up-to-date status of your U-verse TV service with a U-verse Service Check.
Offers simple step-by-step guides, including images and tips, to address common questions.
And allows you to request a call from a customer service agent if you have any questions, with the click of your remote control.

“In multiple studies on customer service, our AT&T U-verse customers consistently rank us at the top, and we wanted to take that even further by giving them fast, convenient support and service information with an easy-to-use app where they need it, on their TV screen,” said Jeff Weber, vice president of video services for AT&T Mobility and Consumer Markets. “This latest app is an innovative way we’re communicating directly with U-verse customers about their services, with just a click of the remote. It shows how we’re putting the U-verse customer first and using the unique benefits of our all-IP technology to integrate your TV and customer service experiences.”

In addition to making U-verse support accessible through an interactive TV app, AT&T makes it easy for U-verse customers to make changes to their subscription from their TV screen. With U-verse TV Account Manager application, launched in August 2010, U-verse customers can quickly and easily make U-verse TV package upgrades, compare TV packages, view channel lineups, view their account summary, view product overviews and ordering information on U-verse High Speed Internet and U-verse Voice, and more with a click of their remote. U-verse TV customers can set parental controls to manage what their family orders through the Account Manager app.

Once U-verse TV service is installed, the U-verse TV System Set-up Tool also provides access to on-screen information on how to set up several common features, including programming your U-verse remote control, setting the viewing aspect ratio and setting parental controls.

We highly recommend Dan Burrus as a speaker who delivers one of the best keynotes on APPs and the future of competitive technological customer service strategies.

Top Ten Worst Companies In Customer Service

admin — Tue, 07 Jun 2011 17:01:06 +0000

The MSN’s Money Customer Service Hall of Shame is out and the top ten worst companies for 2011 is being led by Bank of America, who by the way, has been on the top ten list for the last 3 years! Banks, communication companies and insurance companies all competed for the top spots. Want to stay off the list or be removed from it? Take some tips from our featured experts of Speakers Connection. We’re here to help you be #1 on the list of Best Companies in Customer Service! Give us a call and we will match the best expert for your organization. And we’ll do it with the best customer service in the business!

Chick-fil-A, A Little Over The Top?

admin — Fri, 15 Apr 2011 18:53:52 +0000

Pat Lencioni, author of Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty says the Atlanta-based restaurant company [Chick-fil-A] is known for extraordinary service and customer loyalty, as well as strong financial performance. Anyone who has worked with them behind the scenes knows why — they are extremely picky about everything they do. They approach every project they engage in, from new product launches to leadership training, with extraordinary attention to detail. And they never, ever do something halfway. They take time to do research, think through their options, and carefully discern what would be best for their customers and employees. And then they do it again.
I will be honest here and tell you that even as a partner and vendor to Chick-fil-A, there was a time early in our relationship when I thought my friends there were a little over the top. In the process of doing a project, I’d be tempted to say, “Come on now. That’s good enough. Let’s not overdo this.” And then I would see the end product of their diligence, whether it was a management training program or the opening of a new store or a new menu item, and I would think oh, now I get it. Again, their success makes perfect sense.
Any competitor of Chick-fil-A who finds them annoying, and many of them certainly do, would have to admit that it’s just plain hard to compete with an organization that sets the bar so high and clears it again and again. Of course, customers don’t find Chick-fil-A annoying; they love the consistency of their service and products. And employees don’t seem to mind it either; the line of people who want to work there is a long one.
All of this says something interesting about success. If you’re not willing to do things that others would say are over the top, and if you’re not comfortable being criticized for being annoying and for having standards that seem perhaps just a little too high, then you’ll drift toward mediocrity. And though no one would ever aspire to being mediocre, it is more tempting than we might realize.After all, the majority of people out there will encourage us to take the easy route, because that isn’t threatening to them. They’ll support us as we justify cutting a corner here and lowering our standards there, because it isn’t reasonable to do anything more.
And I suppose that’s the whole point. Success isn’t about being reasonable. It’s demanding. It’s over the top. It can even be annoying. But it’s worth it.

Looking To Build Customer Loyalty?

admin — Thu, 07 Apr 2011 19:17:26 +0000

Micah Solomon, bestselling author-Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customers Service Organization, offers six action items that will set the stage for building true, bankable customer loyalty. In these still-shaky economic times, it’s important to find a way to escape commodity-style pricing wars and strengthen the marketing backbone of your company. The most reliable and affordable way to achieve both these goals is by building a strong personal bond with your customers. Loyal customers see you as more valuable than a mere commodity, and can serve you as a powerful marketing arm, going out of their way promote and defend your company online and off–for free. Six Tips For Customer Loyalty

Customer Service Via Social Media

Jo — Thu, 07 Apr 2011 18:09:52 +0000

Jay Topper , SR VP- Customer Success, at Rosetta Stone says “Social media sites are indispensable for defining customer support and creating the processes that drive revenue and keep customers coming back. Successful customer retention and acquisition strategies are more important than ever. The problem is that traditional methods don’t work anymore. Read More

Ten Customer Service Tips For Customer Loyalty Month

Jo — Sat, 02 Apr 2011 01:33:17 +0000

The American Customer Satisfaction Index just released their latest survey indicating customer satisfaction is at a two-year low. Shep Hyken‘s “Top Ten” list of customer service tips from his new book, “The Amazement Revolution” is a must read. READ MORE

In one word, the difference is ‘relationship.’

admin — Thu, 24 Feb 2011 23:55:05 +0000

“None compare in service and skill to the Speakers Connection. They work hard to make sure I get exactly what I am looking for. In one word, the difference is ‘relationship.’ “.
Craig Dalley
Nature’s Sunshine Products

Test