Comments on: A conversation with Paul English about customer service and human dignity http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/ Strategies for Internet citizens Fri, 17 Feb 2012 16:47:16 +0000 hourly 1 http://wordpress.com/ By: Jack http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-132548 Wed, 17 Mar 2010 02:50:05 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-132548 One of my favorite customer service quotes is “The way to gain a good reputation, is to endeavor to be what you desire to appear.” -SOCRATES

]]> By: Gildardo http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-131335 Wed, 06 Jan 2010 17:38:23 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-131335 I would like to read the complete interview, ,I have the mp3 interview but I dont understand lot of the content.
Thanks a lot.

]]> By: Trusted feeds « Jon Udell http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-127928 Wed, 10 Jun 2009 15:36:59 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-127928 [...] course anything short of frictionless participation is an obstacle. On the other hand, based on my conversation with Paul English about customer service, there’s a lot to be said for a required step in the process that [...]

]]> By: Smarter Messaging [Mike Jones, UK] » Blog Archive » Symantec: What do you do? http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-354 Thu, 25 Jan 2007 21:09:28 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-354 [...] often repeated again and again. The excellent Jon Udell recently interviewed Paul English on his weekly podcast who stuck his entire staff on support so they would fully appriciate customers problems. I know 30 [...]

]]> By: kateben http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-120 Wed, 03 Jan 2007 21:40:40 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-120 People do crave human contact. Both in service areas and customer related issues.
I understand the automated systems and have no problem with them but my mother in law (82) is often in tears because she simply cannot understand and therefore, feels isolated from doing any kind of business transaction, getting a balance, or just the temperature outside.

It’s been almost ten years since I worked as a customer service telephone person and I remember one gentleman who, in trying to resolve his cell phone issues, had begun to look forward to the exchange. When we finally got to the area of billing, and were saying our final goodbyes, he yelled at his wife in the background “No, no, it’s just Kate, and we’re sure gonna miss her!”

You don’t remember what a machine tells you. But who forgets what a human being tells them, or more importantly, how they made them feel?

]]> By: kaizensand http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-119 Wed, 03 Jan 2007 21:15:18 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-119 I agree with Delia.

I’m so over Craigslist now. I still prefer it over eBay, though.

]]> By: Delia http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-106 Sun, 31 Dec 2006 13:22:31 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-106 Jon,

I’m suggesting it doesn’t work… (users needs aren’t being met).

re: the *combination* of human-intensive customer service AND severely understaffed “customer service team” a la craigslist

Delia

]]> By: Jon Udell http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-104 Sun, 31 Dec 2006 04:15:17 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-104 “I’d rethink again! (especially the *combination* of human-intensive customer service AND severely understaffed “customer service team” a la craigslist)”

Hi Delia,

Would you care to elaborate?

]]> By: Jon Udell http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-103 Sun, 31 Dec 2006 04:14:33 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-103 “Your RSS feed is messed up – the tag for the last two entries points to”

Whoops, you’re right. The enclosure tags were wrong. Fixed now, I think, thanks for reporting the problem

]]> By: Delia http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-102 Sat, 30 Dec 2006 21:47:46 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-102 re: “Although human-intensive customer service is usually regarded as costly and inefficient, operations like craigslist — where Craig Newmark’s title is, famously, customer service representative and founder — invite us to rethink that conventional wisdom”

well… I’d rethink again! (especially the *combination* of human-intensive customer service AND severely understaffed “customer service team” a la craigslist)

Delia

]]> By: Nicholas Riley http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-101 Sat, 30 Dec 2006 19:55:19 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-101 Sorry, the comment system ate my text – it’s supposed to say the “enclosure” tag above. And in case it wasn’t clear, the feed I’m talking about is http://feeds.feedburner.com/JonUdellFridayPodcasts.

]]> By: Nicholas Riley http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-100 Sat, 30 Dec 2006 19:52:08 +0000 http://blog.jonudell.net/2006/12/29/a-conversation-with-paul-english-about-customer-service-and-human-dignity/#comment-100 Your RSS feed is messed up – the tag for the last two entries points to http://blog.jonudell.net/podcast/ju_halamka.mp3, which doesn’t contain anything. This breaks in iTunes, at least.

]]>