Management Consultants for Web Strategy and E-Business Development, CRM, SEO, SEM, Paid Inclusion, Social Media, Marketing - Lars Hilse » information

Customer-Self-Service without internet? T-Mobiles worst customer service ever

Lars Hilse — Tue, 29 Dec 2009 17:37:57 +0000

I think that yesterday marked my most interesting experience in terms of customer -service.

Because my DSL was down I called Deutsche Telekom’s customer support.

While on hold (for 10 minutes) I was suggested to alternatively visit their website for help.

Now, generally I would have done so, simply because I don’t really appreciate hanging around on hold with some call center where the answers you get are quite doubtable by themselves – but how, without a connection to the internet because they screwed up?

To those who are just about to start defending their initiative: no, this was not a general hotline phone number but one dedicated to problems with DSL connections.

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Who has developed a wiki?

Lars Hilse — Thu, 24 Jul 2008 21:55:13 +0000

The problem is not setting up the wiki. Further more, it’s not about designing one. Any web designer with poor knowledge can set up a wiki in about 30 minutes.

The problem consists of designing the policies by which the information is to be entered into the system in order to find it. And of course the other main challange, getting people to contribute.

The usage of wikis is far spread. I’ve heard about small companies utilizing them for mass collaboration aspects, as well as enterprise level wikis which were set up to share large quantities of information.

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How can you add value to the client while performing the day to day opertaional task?

Lars Hilse — Fri, 13 Jun 2008 00:58:51 +0000

a clients worth is determined by the information you hold about them. This is why CRM is not really worth the effort unless you implement a system which requires your employees to enter the information ascertained in correspondence and some form of reward for them as they enter the information. This may be a financial benefit or some other reward.

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