[Robert Langer, director of Dell.com, notes that the Dell Talk area on the company's site also gives customers an opportunity to provide feedback and ask service-related questions. Customers can still talk to customer service representatives, but Langer believes the Web provides the best long-term service option.] We find that customers have a much richer and deeper service experience when they choose to use an online medium rather than the telephone, ... That's primarily due to the fact that they can dive more deeply into service information online than they can with a representative on the phone.
Robert Langer
Related That's a very critical phase in customer service because you can start to really understand what... SANJAY KUMAR “Our customers have a choice and they choose us; we owe them an exceptional service” KOMI AGBODJI This is where the customers rate the customer service received at the salon. The customers are calle... ROSEANN HAWLEY The schemes perpetrated by these online data brokers are intolerable and our intent is to put an end... KENT NAKAMURA We're at 40% of capacity right now. We measure our success and the success of the facility one custo... BRUCE MANTZ Research on the Internet, research what people say about the vintage stores, look online to see if c... KAREN ELSON I like to open for a band as it brings on sort of a challenge and it makes things more interesting. ... KELLY JONES Charging a fee for an online service is a good way to lose 90 percent of your customers. STEVE JURVETSON USAA, which serves its customers via telephone and computer, continues to garner kudos for the quick... DAVID MCKAY USAA, which serves its customers via telephone and computer, continues to garner kudos for the quick... DAVID MCKAY Due to the significant capacity demands and the need to service our business customers, we're unable... JAMES BARNES A customer service person is usually expected to focus on a specific customer, a specific question, ... MARK LEVITT Firms need to ensure that their ability to provide effective customer service keeps pace with their ... ARTHUR LEVITT You should try to get as much information as you can before the customer is gone for good. Were they... BILL NUSSEY We are very pleased to offer this service to the local business community. Even if you don't have a ... GORDON BRIDGE BLOCKBUSTER Online does not throttle. When we say our service offers unlimited rentals, we mean it. ... SHANE EVANGELIST People should contact us if they have a problem and let us know what their situation is. Our custome... BILL SWANK We have some exciting new lines and reinvigorated stores. Customers are going where they know they c... ANDREW MURPHY This is really just in addition to the service that we already offer online. People want to shop onl... CRAIG RUSSELL We went from a small number of [online shoppers] to a phenomenal number of visits in a week's time. ... REBECCA CARUSO Rescuing people from the results of their own foolishness is really what customers service is all ab... DANIEL C. FELSTED Rescuing people from the results of their own foolishness is really what customers service is all ab... ROY H. WILLIAMS The sales people can spend 100 percent of their time with customers on the sales floor. This system ... DEBORAH WEINSWIG Until now, we've been primarily focused on PCs. But our customers want a more ubiquitous experience.... NIKLAS ZENNSTROM Fortunately, residential customers have other service options in the marketplace including cell phon... BILL WORDLEY We certainly want to provide the service that we've always been able to provide, and definitely impr... BRYAN BRADFORD We will also be communicating often with customers. We will use every means possible, including the ... DELORES KILLETTE The Rich believes because they've got money,so others should serve them,No,rather they've been beque... DAVID ATTA (A.K.A DAVIED ATTLARS & MR DAIN) More than just service, it's the respect, rapport, ambience that engages customers so that price bec... CANDACE CORLETT An intelligent grid would provide us with on-demand data and information that would enhance service ... DON CORTEZ If you're going to put information like that on the Web, you'll want to see if the service provides ... CARL HOWE Our customers use our platform on demand?that means they can use it when they need it. Their service... GREG JOHNSEN Self-service is a fine option that can help reduce costs and is great for convenience. But brokers t... CRAIG WEBER We provide a good quality service to our customers and to our clients. KARREN WEATHERS My life is not mine - it is for my people – the humans – the humans of the thinking society. ABHIJIT NASKAR The phone companies are in the awkward position of initiating a service in an already mature market ... CRAIG MOFFETT The phone companies are in the awkward position of initiating a service in an already mature market ... CRAIG MOFFETT When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages b... SIMON MAINWARING Customers benefit because the information about their wants and needs can be supplied to a large num... DANA GARDNER This new technology provides enhanced denial of service attack coverage. Denial of service is becomi... JACK SEBBAG Sprint continues to lead the industry in bringing the best lineup of entertainment and mobile conten... JEFF HALLOCK As more wireless companies encourage customers to try new services, it's becomes more difficult for ... KIRK PARSONS We see this a pretty good example of how .NET can provide value and a worthwhile service that custom... BOB MUGLIA We are focused on delivering the service and experience our customers expect, and we will continue t... DENNIS CARY If you count customer service as giving customers what they want, they have done a good job -- like ... DENNIS CONRAD You can talk directly to that EJB, but you still define the service using WSDL. TED FARRELL Zen is a popular online shopping cart that corresponds to the rapid development and extensive functi... VESSELIN DRANGAJOV The communities of Phelan and Wrightwood are isolated. They have a dial tone and telephone service l... MIKE PAGE Exceptional customer service proactively manages your brand and reactively can turn upset customers ... AMBER HURDLE Our system scans the database each night to identify customers who signal their need for attention. ... C.F. LIN Windows makes it really easy to pick whatever software you want to use and whatever service you want... GREG SULLIVAN The best service we can provide is the reduction of downtime when a customer has a hydraulic failure... DAVE HARDER Everybody has trucks. The big companies may have more money and more drivers, but they don't have th... GARY GREEN We encourage our managers and staff to interact with the customers, offer refills, and give a full-s... CASIE CALDWELL Our aids are very committed to serving their customers. Money may be a concern but they continue to ... DORIS MARSHALL If someone gets to the point where they need to send an e-mail to a customer service rep, the Web si... GREG GIANFORTE Companies are starting to measure how effective their customer service is and trying to understand w... SANJAY KUMAR The bar has been raised for customer service expectations. You want your customer sales representati... AARON ZORNES The question is do we make (the service) available to all broadband customers or only BT broadband c... IAN LIVINGSTON It's counterproductive to lower my price, because I have to sell more units to make up for that ... MARK V. HURD This purchase strengthens our online IT and digital products sales and service presence for small an... IAN LIVINGSTONE As the momentum for on-demand solutions continues to grow, salesforce.com customers are looking for ... ADAM GROSS Content and services can be exposed from our site and be branded by partners, so it looks to visitor... BILL GRAHAM Executives understand [after-market service] has a huge revenue potential and it's an opportunity to... GARY BROOKS If a service connects to the (public telephone network), it will get dragged into the regulation of ... BLAIR LEVIN We know that any time that the service is not available, it's frustrating to our customers, and we s... BRUCE FRANCIS A self-educated hotelier will manage his hotel, hire better staff, maintain an excellent customer se... SUNDAY ADELAJA The general takeaway from our moonlighting is that Amazon is executing on its near-term and long-ter... JAMIE KIGGEN We go to high schools and give students the opportunity to earn community service hours. They end up... GARRY DAIGLER What customers want is personal service. Retailers are struggling with how to provide that in a cost... JEFF ERWIN We really want to concentrate on customer service. In New York the restaurants are very customer ser... JANINE DRAY Most of the leading service fulfillment companies are in a position to benefit from this. They all w... LARRY GOLDMAN [Go to the companies that have loads to haul, and tell them you can do a better job -- because you'r... GARY GREEN While our customers can continue to expect the same great service they have always received from Koh... LARRY MONTGOMERY The success of next-generation service strategies will depend on the speed and accuracy of service i... GUY DUBOIS Customer-centricity should be about delivering value for customers that will eventually create value... ROBERT G. THOMPSON We have catered to about 28 customers since we started offering the service. HANA TAHWARA This is the most damaging storm in terms of the number of customers without service in more than fiv... ALBERTO BIANCHETTI Objectivity is very important, ... The key benefit to going to an online buying service is they will... ADAM WEINER Customer satisfaction is the most important service we can provide to our community. SANDY PRINCE We have millions of these customers who are reasonably demanding of services, which we're pleased to... DAVID POTTRUCK When people use services that are accessed via the Internet, they expect [constant] availability. We... CLIFF THOMPSON Some customers will actually see a decrease while other customers will remain flat. Depending upon w... BRIAN WIRTH The aim is to provide accurate metrics of reliability for each business service. Many of our custome... CRAIG MCDONALD Customers expect retailers to have adequate inventory on promoted items, inventory on hand for style... LORI SCHAFER We struggled with identifying the most effective way to service customers, fend off competitors and ... BOB BERCKMAN The name changes. But our customers will continue to receive the same great service they expect from... HERB BOYDSTUN The overall service experience such as billing, technical support, and repair are important to custo... GAVIN PATTERSON To remain an industry leader, our staff must have reliable access to the tools they need to provide ... GEORGE NELSON I will tell customers that, no matter what, the BlackBerry service will keep on running. JAMES BALSILLIE There are customers we serve, and customers we service. -Captain Andreyasn HOWARD TAYLER Service standards create the standard of expectation that you and all team members follow when inter... AMBER HURDLE With the addition of Web access to our free package of basic services and the planned acceleration o... CHARLES ARDAI With the addition of Web access to our free package of basic services and the planned acceleration o... CHARLES ARDAI Without empowerment, an organization will never be a service leader. Empowerment is the most critica... JOHN TSCHOHL Knock on their doors, ask to talk to the food-service directors. JEFF DAVIDSON Customers at nwa.com now have even more options when planning their next vacation. In addition to th... AL LENZA Customers at nwa.com now have even more options when planning their next vacation. In addition to th... AL LENZA We pick up the phone and talk to the Secret Service, if not daily, then once a week. We have a direc... CHRIS HENDERSON I am no God. I am no Messiah. I am no divine incarnation. I am but a human in the service of humans. ABHIJIT NASKAR
More Robert Langer
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I look at it this way: One of these days I'... ROBERT BYRD Mission accomplished? The mission in Iraq, as laid out by President Bush and Vice President Cheney, ... ROBERT BYRD We're taught Lord Acton's axiom: all power corrupts, absolute power corrupts absolutely. I b... ROBERT CARO If you don't have a leg to stand on, you can't put your foot down. ROBERT ALTMAN Pirate ships were built for stealth and invisibility. They filed no manifests with any agency or gov... ROBERT KURSON I believe that imagination is stronger than knowledge. That myth is more potent than history. That d... ROBERT FULGHUM I was first in line for the iPhone, but I'm not a fanboy of any company - I'm in favor of an... ROBERT SCOBLE