Jay Cross

JANUARY 23, 2010

A flustered customer service rep arrived. The customer service rep found a superior who said they could exchange the cards for Walmart Gift Cards. On the web, I found these complaints: “ I tried customer service to no avail. Had we made purchases on them? No, we had not. Walmart could call the bank.

Services 41

Services Customer Service License Slides 41

Jay Cross

OCTOBER 25, 2010

We hope that you are taking advantage of our services and will stick with your current plan. Interesting customer service approach, eh? Unless you wish to continue this plan, in 7 days, your Internet Time Community group will be downgraded to Entry Level. The first thing I hear from Grou.ps This does not inspire confidence.

Ning 37

Ning Customer Service Internet Community 37

Jay Cross

JANUARY 23, 2012

Is customer service key to your success? Todd Hudson describes the New Seasons experience on his Maverick Institute blog. I fully agree with his takeaways: How you deliver training should reinforce your values and business model. Face-to-face methods like mentoring might be best.

Mash-up 71

Mash-up Mashups Technology Simulations 71

Jay Cross

JANUARY 19, 2015

This is what customer service was like thirteen years ago. I’ve seen the underbelly of AT&T. At the time I reported on my struggle on this blog. People talk about “learning out loud.” ” Good concept. I believe in Living Out Loud. He retired.

Skype 36

Skype Mac Apple Upgrade 36

Jay Cross

OCTOBER 18, 2010

Raising corporate IQ reduces time-to-performance, improves customer service, boosts sales, streamlines operations, and increases innovation. What can you achieve with this book? Boosting brainpower is both a profit strategy and the key to organizational longevity.

Social Networks 48

Social Networks iPad Social Network Upgrade 48

Jay Cross

SEPTEMBER 6, 2012

Among the potential benefits of providing a world-class learning function to workers and throughout the extended enterprise are: Better, more knowledgable customer service. As one pundit put it, “The ROI of social networking is being in business a few years from now.”. Faster response time. Higher morale. Reduced turnover.

Social Networks 57

Social Networks Collaborative Learning Collaboration Wiki 57

Jay Cross

JUNE 28, 2011

We are rethinking the Customer Service model and defining how to make the transition that will result in new levels of capability, capacity and loyalty. In our forums we facilitate a process of collective thinking and collective experience.

Oracle 41

Oracle Yahoo PDF Microsoft 41

Jay Cross

FEBRUARY 27, 2012

Follow the customer. Service blueprinting. These additional design techniques and frameworks popped up in private conversations: Scenario planning. Constraints. Story Borrowing. Tell other’s stories as if they were yours. Competing Values Framework. Fractal dynamics. Marketing Metaphoria , Zaltman. Magic Modeling Language.

Cognitive 68

Cognitive Toys Coaching Diversity Training 68

Jay Cross

JANUARY 7, 2013

Others will be hamstrung with outdated skills, tools and technologies, and will be too slow to adapt.

Internet 63

Internet Predictions Confluence Performance Support 63

Jay Cross

SEPTEMBER 2, 2008

It can be a great customer service, too. I’m a big fan of live chat. It’s a great way to share information within an organization and can accelerate learning. When it works. jay cross : Okay. I give up. I have wasted 30 minutes trying to rent a car from you guys. Don’t enter anything. I will find a car elsewhere.

Customer Service 36

Customer Service Custom Support Services 36

Jay Cross

SEPTEMBER 6, 2009

tech to improve customer service: Companies are satisfied with the results they’re receiving: If your company is not on board, you’re trailing the pack: The companion article, How companies are benefiting from Web 2.0: Adoption is spotty but growing fast: Companies are using web 2.0

Web 46

Web Business Adoption Adopt 46

Jay Cross

JULY 5, 2008

Customer/company conversations are the pinnacle of customer service. I counseled training directors and CLOs to think of their objectives as increasing sales, improving customer service, cutting costs, and so on: business benefits. Inventing and propagating processes improvements: cool.

Business 36

Business Pinnacle Create Customer Service 36

Jay Cross

OCTOBER 5, 2012

I couldn’t get through to ATT Customer Service. More than an hour and two escalations later, I still have no phone service. I tried to call Customer Service but couldn’t because my phone was not activated. .” (It has worked fine for the past 10 months.). I still could not call out. I did that.

Voice 44

Voice Issue Server Emergent 44

Jay Cross

NOVEMBER 22, 2011

Lusch describe a new paradigm they call service-dominant logic , a fundamental shift in worldview and orientation toward marketing as a social process, where products are not ends in themselves but means for provisioning services, the customer is seen as a co-producer, and knowledge is the source of competitive advantage.

Services 51

Services Business Network Doc 51

Jay Cross

FEBRUARY 13, 2013

Work with customers or a customer service group. Enter challenging relationships. Work with people from other business units or functions. Work with multiple people with contradictory and competing view. Interact with senior management (e.g. meetings, presentations). Lead a cross-functional team. Persuade, teach and observe.

Social Networks 56

Social Networks Blended Learning Forum Performance Support 56

Jay Cross

DECEMBER 1, 2008

No customer service at all! when called their customer service, the rep said 20% of bags are left behind to make weight on flight even! The customer service agents have absolutely no information and the only reason we learnt about this was becoz my dad was able to call us using another passenger’s cell phone.

Classes 36

Classes Issue Services Customer Service 36

Jay Cross

NOVEMBER 28, 2008

No customer service at all! when called their customer service, the rep said 20% of bags are left behind to make weight on flight even! The customer service agents have absolutely no information and the only reason we learnt about this was becoz my dad was able to call us using another passenger’s cell phone.

Classes 36

Classes Services Customer Service Write Blog 36

Jay Cross

JUNE 28, 2009

opened up its launch of the new Sync service to customer input and conversation. With 1 million page views in less than 12 months, the company experienced a significant reduction in customer-service support costs as 10,000 customers began to offer each other tips, pointers and answers. Ford Motor Co.

ROI 66

ROI Social Networks Network Authoring Tools 66

Jay Cross

SEPTEMBER 2, 2008

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Internet 36

Internet Blogging Customer Service Organization 36

Jay Cross

MARCH 3, 2008

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Internet 36

Internet Blogging Customer Service Report 36

Jay Cross

JUNE 20, 2011

Over breakfast before my flight, I jotted down thirty additional business topics that have natural learning solutions, for example feeding the talent pipeline, improving morale and lowering turnover, improving customer service, leapfrogging competitors, keeping everyone on the same page, not re-inventing the wheel, aligning with core values, developing (..)

Wiki 52

Wiki Exercise eBook Sun 52