Comments on: what all companies should learn from the customer serving engineer http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/ anecdotes & resources for tech entrepreneurs Sat, 21 Jan 2012 20:27:00 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Gabe Lozano http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-417 Gabe Lozano Tue, 23 Mar 2010 19:47:20 +0000 http://fundmystartup.com/?p=485#comment-417 Thanks, Matt. You make excellent points with regards to being knowledgeable and having extremely good communications skills. Thanks, Matt. You make excellent points with regards to being knowledgeable and having extremely good communications skills.

]]> By: Matt Baum http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-416 Matt Baum Tue, 23 Mar 2010 19:11:15 +0000 http://fundmystartup.com/?p=485#comment-416 Very well put Gabe! I think the two biggest things that are important for the employee is to be relatively knowledgeable and have EXTREMELY good communication skills. If you have good communication skills it will go much farther than any highly trained employee who can't speak well (I have seen this at my own work so many times). A customer/patient who always leaves the conversation feeling understood and respected goes so much farther than JUST simply solving the problem (although let's not forget that needs to be done too!). The amount of loyalty you just earned with that customer transcends any immediate financial gain of a sale or simple fix-it issue, not to mention the word of mouth compliments that will be spread to his/her peers. Like you had said, I would explain on day one of training that if you do not know an answer that it is certainly okay to admit that to the customer but to find out the answer ASAP and call them back immediately. I can't tell you how many times I have done that in my own line of work and you will be surprised how thankful people are that I even took the step to simply call them back! Very well put Gabe! I think the two biggest things that are important for the employee is to be relatively knowledgeable and have EXTREMELY good communication skills. If you have good communication skills it will go much farther than any highly trained employee who can't speak well (I have seen this at my own work so many times). A customer/patient who always leaves the conversation feeling understood and respected goes so much farther than JUST simply solving the problem (although let's not forget that needs to be done too!). The amount of loyalty you just earned with that customer transcends any immediate financial gain of a sale or simple fix-it issue, not to mention the word of mouth compliments that will be spread to his/her peers. Like you had said, I would explain on day one of training that if you do not know an answer that it is certainly okay to admit that to the customer but to find out the answer ASAP and call them back immediately. I can't tell you how many times I have done that in my own line of work and you will be surprised how thankful people are that I even took the step to simply call them back!

]]> By: Gabe Lozano http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-415 Gabe Lozano Tue, 23 Mar 2010 04:05:42 +0000 http://fundmystartup.com/?p=485#comment-415 Hi Kate,<br><br>Thank you for your thoughts/feedback :). I will be sure to check out your post!<br><br>Gabe Hi Kate,

Thank you for your thoughts/feedback :) . I will be sure to check out your post!

Gabe

]]> By: KateNasser http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-414 KateNasser Tue, 23 Mar 2010 03:52:09 +0000 http://fundmystartup.com/?p=485#comment-414 Gabe,<br>Excellent article. I love your point "Do whatever it takes to win the customer's respect." You have added your voice to a passionate pool of people -- including me -- to teach and advocate for great customer service. Here is a post of mine that adds my insights to your great points: <br><a href="http://katenasser.com/the-best-csrs-act-this-way-in-customer-service/" rel="nofollow">http://katenasser.com/the-best-csrs-act-this-wa...</a><br>I welcome your comments and feedback there as well.<br>Kate Nasser, The People-Skills Coach Gabe,
Excellent article. I love your point “Do whatever it takes to win the customer's respect.” You have added your voice to a passionate pool of people — including me — to teach and advocate for great customer service. Here is a post of mine that adds my insights to your great points:
http://katenasser.com/the-best-csrs-act-this-wa…
I welcome your comments and feedback there as well.
Kate Nasser, The People-Skills Coach

]]> By: David Siteman Garland http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-413 David Siteman Garland Mon, 22 Mar 2010 23:58:44 +0000 http://fundmystartup.com/?p=485#comment-413 Very well said, Gabe. Customer service matters. Period. And it is the best form of marketing out there. Very well said, Gabe. Customer service matters. Period. And it is the best form of marketing out there.

]]> By: Gabe Lozano http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-412 Gabe Lozano Sun, 21 Mar 2010 11:21:18 +0000 http://fundmystartup.com/?p=485#comment-412 Yes, at some point customers will end up getting fed up enough to take action, as you alluded to. This is a scary point for a company because regaining the respect from that customer is nearly impossible. Yes, at some point customers will end up getting fed up enough to take action, as you alluded to. This is a scary point for a company because regaining the respect from that customer is nearly impossible.

]]> By: Beverly Huckaba http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-411 Beverly Huckaba Sun, 21 Mar 2010 03:37:42 +0000 http://fundmystartup.com/?p=485#comment-411 This was a good article Gabe and you made some really good points. Several years ago I had the same problem you referred to with AT&T and never did get any resolution, so after 45 years with them I switched to another phone carrier. I was just so frustrated I refused to mess with them anymore. I think I had been on the phone with them 5 or 6 times when I finally just cancelled my long distance with them. This was a good article Gabe and you made some really good points. Several years ago I had the same problem you referred to with AT&T and never did get any resolution, so after 45 years with them I switched to another phone carrier. I was just so frustrated I refused to mess with them anymore. I think I had been on the phone with them 5 or 6 times when I finally just cancelled my long distance with them.

]]> By: what all companies should learn from the customer serving engineer … · Staringfrog.com http://fundmystartup.com/2010/what-all-companies-should-learn-from-the-customer-serving-engineer/comment-page-1/#comment-410 what all companies should learn from the customer serving engineer … · Staringfrog.com Sat, 20 Mar 2010 16:34:24 +0000 http://fundmystartup.com/?p=485#comment-410 [...] the rest here: what all companies should learn from the customer serving engineer … Share and [...] [...] the rest here: what all companies should learn from the customer serving engineer … Share and [...]

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