Archive for: September, 2009

I received this email question on Friday: I was on hold today (waiting for technical support) from Point2 Systems. The system they use does not seem to be well maintained, interrupting it’s own messages and broadcasting dialing signals when it is simply repeating a message it has just broadcast a few seconds before. I recently had a similarly painful experience waiting for support from Telus. How often should a company test the wait queue system ...

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It’s not a surprise that the thought of “cold calls” sends chills through most people. There really should be a better name for them – like information calls or marketing calls or calls of introduction. I’m a BIG believer in these calls – know them to be essential to the growth of a business. In the past 22 years I’ve made thousands of cold calls and I continue to make them as part of specific ...

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Last week someone complained to me about a customer service experience they had with one of the big telephone companies. The woman who served them had a very bad cold and kept coughing right in their ear. Very irritating, they said. If you have the flexibility to stay off the phone while in the depths of a bad cold, do so. When you are using the phone properly, you actually “work” your vocal chords so ...

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Here’s question that arrived this week: I recently phoned a Halifax real estate agent on a listing of his I had seen while driving in a neighbourhood I\’ve had an interest in for awhile. I was shocked at how rude and uninterested he was in my phone call. Admittedly the house I was calling on had a conditional offer on it, but shouldn\’t he have at least been polite? I had to force my name ...

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