The paradigm for customer service has changed little over the past half century. A disappointed customer picks up the phone and calls for support when needed. The biggest changes in customer service technology have been the use of email and online chat – which benefits consumers – and IVR menus – which annoy most consumers. …

Youtube is a great tool for delivering tutorials and “Video FAQ” as part of customer service effort. Below a great example from T-Mobile “Learn how to customize the home screen on your myTouch 3G from T-Mobile” Youtube videos can be used in many forms: Create “how to” videos to help your customers use your product …

A single tweet, YouTube video, or Facebook post could turn as many as 30 people against a company, a survey of UK consumers published by Convergys has found. One in three people (30%) affected by bad service now shares their experiences “virally” via the Internet, the survey results have shown. As they do so, they …

In a world where consumer and peer reviews are available via social media, positive customer experiences become amplified and produce word-of-mouth referrals. On the flip side, negative customer experiences become amplified as well and can make big damage to even great companies. United repeatedly refused to listen and take corrective action after damaging the guitars …