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- Lo, the gas man cometh
- There are times when the cheapest option may not be the best, but how do you justify going for the more expensive option? A recent transaction with a utility provider got me thinking about this equation. by Jeff Dray
- Blog posts 2008-08-04
- Customer service the right way
- Bad customer service stories are everywhere. They are so prevalent that a quick search revealed over two million hits. So what is customer service the right way? And is it possible that we get so run down by receiving bad service that it spills into our own performance? by Tricia...
- Blog posts 2008-07-17
- Passing the customer service buck
- Providing customer service is more than just reading a list of steps from a troubleshooting guide. It should also be about listening to the customer's problem and helping to resolve it. That doesn't happen often enough and we all have a customer service nightmare story to prove it. by Tricia...
- Blog posts 2008-07-08
- Top 10 IT headlines for July 8: Offshoring hurts customer satisfaction, Juniper sees enterprise biz as healthy
- Top 10 IT headlines for Tuesday, July 8, 2008: Offshore outsourcing hurts customer satisfaction, Juniper CEO sees healthy enterprise business, alternatives to iPhone 3G, Richard Stallman blasts retiring Bill Gates, and more. by Jason Hiner
- Blog posts 2008-07-08
- What can support pros learn from their auto mechanics?
- An examination of how good mechanics attend to their customers can provide some guidelines for how the help desk can provide a high level of service. Six tips for support pros. by William Jones
- Blog posts 2008-06-18
- What's more important at the entry-level, a service attitude or technical aptitude?
- I'm looking at hiring people for a couple of new IT positions in my office. One of these jobs is for a full-time professional that we hope can help us on some upcoming Web development projects. The other position is for a part-time support assistant, and since we're based here...
- Blog posts 2008-04-29
- Customer service -- Going from being the doctor to being the patient
- I moved to Minnesota early in the Y2K build-up phase. I left a television station in Arizona where I was doing system administration in an effort to get to the next phase of my career. I found work with a medical insurer in system support. Here I...
- Blog posts 2008-02-08
- Use pictures to highlight data points in an Excel 2007 chart
- Excel 2007 lets you highlight a particular data point in a chart simply by pasting a picture on the data point. For example, suppose you want to highlight the support center with the highest ranking to date. After you create a line chart that charts each center and its corresponding...
- Blog posts 2008-01-15
- New Apple products sport Harpertown processors
- Apple introduces a more powerful Xserve and a Mac Pro that comes packed with twice the performance of the previous version of the workstation. These new products come just before the Macworld conference opens in San Francisco. The two new products comes standard with two new Xeon...
- Blog posts 2008-01-08
- Capital One: What's in your database?
- I encountered every developer's worst nightmare this weekend: severe data corruption in the database. The corruption was in the worst place possible from my viewpoint as a consumer: my credit card company. Not only did I uncover a case of significant data corruption, but it looks like the backup system was...
- Blog posts 2007-12-18
- Internet activists up in arms over Roger's hijacking of Web pages
- Rogers Communications Inc. is drawing fire for what some critics are calling a violation of Net Neutrality. It appears that Rogers is testing the deployment of Deep Packet Inspection DPI technology to splice into customers' Web traffic, inserting its own messages into a Web page. Below...
- Blog posts 2007-12-11
- Why you should worry about the "Google phone"
- One of the worst kept secrets of the past year has been that Google intends to create a new model for mobile phone users. Pundits expect to see something available in early testing stages from the company as early as a year from now. ...
- Blog posts 2007-11-16
- Supporting my laundry: Why some people are not cut out for the help desk
- I don't like to be discriminatory, but some people don't have what it takes to provide computer support. Working the help desk takes rare hybrid of skills: customer service acumen and technical inquisitiveness. Not everyone can have these talents, as my landlord illustrates... The communal washers and...
- Blog posts 2007-11-15
- Shrink-wrapped aggravation, part I
- The absence of shrink wrap nearly cost me $30. I didn't realize it at the time, and naturally became upset when I learned about it. Fortunately, though, I believe I will resolve the matter successfully. My first week of classes of the fall semester...
- Blog posts 2007-11-14
- More online shoppers are comparing prices before making a purchase
- I'm a last-minute holiday gift shopper, but when I do shop, I like to be well informed. Coincidentally, I'm not the only person on the Internet who likes to compare products and prices before making a purchase. In fact, online comparison shopping sites are getting more than 50% more traffic...
- Blog posts 2007-11-09
- Putting out fires? Don't beat out the flames, turn off the gas!
- Are you too busy firefighting to solve the underlying problems in your systems? This is not as rare as it should be, as companies grow and departments merge we often find ourselves having to cope with duplicated systems. When the customer records are kept on a...
- Blog posts 2007-10-17
- Make good customer service the goal of your government organization
- Ramon Padilla discusses the role of good customer service in government organizations, and the benefits that can accrue from having a good service reputation. Yesterday I spent nearly two hours resolving an issue in which one of my ISPs "turned off" my account because it had failed to...
- Technical articles 2005-07-01
- Use S.M.A.R.T. goals to launch management by objectives plan
- Management by Objectives, or MBO, is a management strategy that uses the S.M.A.R.T. goals method--setting objectives that are specific, measurable, achievable, realistic, and time-based. This article discusses the first steps toward implementing this management method in your department. Management by Objectives, or MBO as it is affectionately called,...
- Technical articles 2005-04-25
- SAP customers: How do you feel about SAP's leadership change?
- As it struggles to adapt, SAP has made a leadership change. Are you more likely to work with the company? Take the poll and join the discussion. by Jason Hiner
- Blog posts 2010-02-08
- Product Lifecycle Management Solution Increases Productivity With Familiar Interface
- Siemens PLM Software offers Teamcenter, a Product Lifecycle Management PLM solution that customers use for global collaboration during product development and launch. The company opted to integrate Teamcenter with Microsoft Office programs to extend the power of PLM to departments throughout the enterprise for faster overall product development. Users also...
- Case studies 2009-07-01
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