Bank is one of those sectors, where the main thing is traditions. Most of all banks have strict rules and these rules are the same for all customers. It is said, that the bank will give you umbrella when the sun is shining, and take it back, when it starts to rain.

Although, I cannot have an account in newly opened MetroBank in London, they earn a lot of my respect. I am sure, that they will become one of those success stories.

Keep going guys!

When it comes to customer support or service topic, one of most interesting topics can be customer service channels and which of them are most efficient. Even hiding the number of users of Facebook, it seems not clever to ignore Facebook, as customer service channel.

Customer service on Facebook, can help you:

• Find what your users or customers wants
• Help to turn unhappy customers to customers for life
• Find the most active or impressed your customers and treat them well

And.. it is completely free..

]]> http://telcoguy.lt/2010/07/customer-support-on-facebook/feed/ 0 http://telcoguy.lt/2010/07/what-is-your-customer-satisfaction-index/ http://telcoguy.lt/2010/07/what-is-your-customer-satisfaction-index/#comments Tue, 20 Jul 2010 17:55:39 +0000 Martynas Špokas http://telcoguy.lt/?p=288 If you work in contact center or call center, there is one thing that you should care most. It is customer satisfaction and possible ways of improving it.

Today, I have heard two facts about Facebook. One is below:

And the other is this – average american kid spends about 55 hours looking at the screen, and 30 of them looking into facebook.

What these two facts are so different? In my opinion, facebook does a great job, and it seems that they simply cannot handle all the stuff going behind. And I think that there is one simple fact about customer satisfaction – you can’t earn a trust in one day, but you can blow it away in easy one step, so you have to be very careful when we you make the decisions about your customer care. It should be the best in the market or someone make it better an get all your users.

I believe that they work really hard to develop products that turns the whole market upside. It was amazing, that they didn’t failed such amount of time. And you know what? They really understands how to handle failure.

What happens when some hacker finds security exploit in Microsoft Windows? Nobody talks about that (excluding angry users and bloggers) and after sometime you got patch for your problem. They loose their opportunity.

I respect that Apple have done a press release and said what they think and what they going to do.  It is not usual that CEO stands out and clearly explains all the the situation.

If you live in Europe, you know that such behavior of big company CEO is impossible, but can you show me any other mobile phones company, which have sold 3 million phones in 3 weeks?

p.s. take a look at http://events.apple.com.edgesuite.net/100716iab73asc/event/index.html

]]> http://telcoguy.lt/2010/07/turning-trouble-into-opportunity/feed/ 0 http://telcoguy.lt/2010/07/outsourcing/ http://telcoguy.lt/2010/07/outsourcing/#comments Thu, 15 Jul 2010 13:54:22 +0000 Martynas Špokas http://telcoguy.lt/?p=215 In our small country it is very popular to outsource public relations service. Small country, small companies and it is really very expensive to have local people knowing the company and the product.

Same thing happens in customer service, a lot of companies outsource their call center, because taking care of their customers is not their primary business. Even worse, I see people spending  hundreds of dollars installing new call center and they use it as simple as excel file with outgoing calls.

The good thing is that I also get in touch with people, who makes things different – they treat customer service as opportunity to get customers for a life.

Stop thinking that customer service needs to be cheapest as possible and that maybe one of the smartest investments during recession.

btw, would you like to work here? does the workplace photo gives us a feeling that they are doing their best?

Really, I don’t think that these numbers are important. The important thing is that Apple changed mobile handset market completely. They made touchscreen display usable, they made mobile applications market working and they announced iPhone 3G and iPhone 3GS, which are a lot better than iPhone ver. 1. It will take time to understand other mistakes they made, iPhone doesn’t have reasonable price, it can be free – it is  a platform for various software applications you are glad to pay for.

I have even called local mobile provider call center to order iPhone 3GS, to make Apple numbers a little bit better and I was suprised – they don’t have an iPhone 3GS on stock, although it costs 1200 EUR. Can you image that?

Still the world of communications moved to voice over ip, all sizes of business wanted to have the same features. Sometimes, it was really hard to accomplish this task, because investing into platform, which is really too big for small company, wasn’t the best choice at all.  It is all clear, that voice virtualization will help small companies to save costs, using feature rich voice platform.

I will be able to represent the whole solution after official webinar session on 17 Feb, 2010.

I even started to think what helped Apple to discover this idea. Everybody will agree with me, that iPad is just bigger iPhone.  iPhone is one of the best smartphones on market, but still a lot of people doesn’t use, because of not usable keyboard (if you write a lot of emails and short messages – you can’t get used to it). Also, you can remember IBM tablet laptops. They were usable, but their price is not reasonable.  So, Apple really listens to it’s potential customers, they want them all.

Occasionally searching on web I found that Cisco, leader of network hardware and software, have announced brilliant solution. Take a look: