Category Archives: customer service

“Doing The Right Thing” + On The First Contact Will Help A Company Prosper

cmslogoAt Prosper, we know that the first contact  with our students or customers  is the most important things in customer service. We want that contact to be successful   having our Representative being prepared and knowing  the programs and helping the students feel the value  of  their education

“…Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run…”(First Contact Resolution-Service Untitled )

I love working for a company that uses systems that make it easier for our frontline to resolve issues.

Devin Willis

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Filed under Blogroll, customer service, devin willis + prosper, do the right thing, Ethan Willis

10 Hacks for Shipping Holiday Presents Thanks to MSNBC

moneytipsimages

I found  these ten tips that  “will help you ship holiday packages safely and in the least expensive way, depending on your needs.” Covers timing, packing, choosing a shipping service, and understanding when to pay more. Includes links to major consumer shippers.

I hope these  tips can help you or someone you know.

Devin Willis

Resource :

10 Tricks for Shipping Holiday Gifts With EaseLaura T.CoffeyMSNBC

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Filed under customer service, Uncategorized

Consumer expert offers “Rip-off Alerts”, save more, spend less and save more

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Consumer expert Clark Howard alerts you to the latest rip-offs! These pod casts features rip-offs and warnings that Clark has uncovered and gives you the information on how to protect yourself and your loved ones.

I hope you find it useful,

Devin Willis

Resources:

Rip-off Alerts:clarkhoward.com, a Cox Radio, Inc.

Free Consumer Resources-Comnsumer and money advice freebies By Lee Seats, About.com

National Consumers League Tips on how to avoid internet fraud, and scams.

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Filed under customer service, links of Success, tips

Great + Service =Happy Customers

In an issue of the magazine, under their links of “The Things That Suck” Wired told us “Why Things Suck: Customer Service” is hated, they stated the following reasons:

– Some call centers’ focus on getting customers off the phone versus truly resolving issues.- Wired wrote “…See, customer service isn’t really about serving you at all — it’s about getting you off the line as politely …”

– Unmotivated, stressed and untalented customer service representatives.- They only care a little if your problem gets solved — in fact, one out of three call centers don’t measure customer satisfaction. Of course, one in two don’t measure employee satisfaction, either. Their goal is to be done with you.

– Customer service representatives that are unfocused when serving customers.

The best customer service companies don’t run into these issues: they focus on resolving issues and customer satisfaction; they rarely outsource and if they do, they outsource to quality companies; they hired motivated and talented representatives; and they don’t force representatives to help more than one customer at once.

The issues that Wired pointed out are interesting because none of them are difficult to fix. It’s really easy to change policies to measure customer satisfaction and stop outsourcing. The most complicated one is the issue with unmotivated and untalented representatives and by the way Wired words the paragraph, the companies could just tweak their personality tests and avoid that problem.

The short article (part of a series of explanations about why things like traffic, batteries, and customer service suck) also cites some interesting statistics that I had never read before (no source is listed):

1. Employees in Bangalore will work for 85 percent less than equally qualified US employee.

2. One out of three call centers don’t measure customer satisfaction. One in two don’t measure employee satisfaction.

3. The ideal customer service rep (according to personality inventory tests) is uncreative, has low incentive, and demonstrates limited empathy.

4. Half of all service reps are talking, emailing, or IMing with another customer at the same time. One quarter handle up to four people at once.

On average, twice as many people are told about a bad experience than they are about a good experience. A study from 1981 (give Coke attribution in the footnotes, not here) found that a median of 5 persons heard about a good experience, while a median of 10 heard about a bad experience for a small ticket packaged good.

Across industries, it can cost up to five times as much to attract a new customer than to retain an existing one.

90 percent of dissatisfied customers will patronize a competitor. And most customers will not complain about poor customer service.

I think it is critical to give great service!

What are your thoughts about the Wired article? Were they right on or did they miss it totally

Devin Willis

Resources:

Why Things Suck: Customer Service-By Patrick Di Justo 01.18.08

Seven steps to remarkable customer service By Joel Spolsky Monday, February 19, 2007

‘Prosper Learning’ Student Care VisionJourney In Prosper Learning

8 Rules For Good Customer Service -Good Customer Service Made Simple-By Susan Ward, About.com

Sales Through Service Is The Prosper WayDevin Willis

Strategies: Providing great customer service paysBy Rhonda Abrams, USA TODAY

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Filed under customer service, devin willis + prosper, Uncategorized

“Prosper Learning” + Starfish Story=Making a Difference

The Starfish and Our Student/Customer

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While walking along a beach after a particularly high tide, a man noticed a boy picking up starfish after starfish and throwing them back into the sea. When he neared the youngster, he asked, “What are you doing?”

“These starfish will die if they don’t get back into the water,” the boy replied as he hurriedly continued his work.”

“There are thousands of starfish on this beach,” the man said. “Nothing you can do can possibly make a difference.”

The boy held out the starfish he had just picked up. “It makes a difference to this one,” he said and threw it into the ocean.

Like these starfish, there are more students and customers in desperate need than any one of us could possibly hope to make happy or reach 100%. Their numbers are daunting, causing many of us to resign ourselves to the notion that nothing we can do can have any real impact on a problem of such magnitude. And if solving these problems and trying to make every person happy is the goal, they are right. But our the focus is on touching individual lives and you have a team to help you ;0). Some may think what we do may not significantly effect the world’s problems, but if one more person is much happier because you helped him/her with downloadable book or change of a coach. That would mean one less problem, if everyone helped perhaps the world would be a better place? It has a ripple effect (please read about in the success stories) .

But ,we know it makes a difference to each one of those students that you touched for the better.thumbs.jpg

Presented by Devin Willis

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Filed under customer service, devin willis + prosper, Listening Skills, stories, Word Of Mouth

Hard to Find 800 Numbers =Resolve Your Problems

I was talking to a student today, and she stated  how easy it was to get help and resolve her concern with the educational program.. Betty stated that she was going to have to call a few more companies and would most likely never get through!

I told her  a place to start is the Gethuman Database.  Sent out an e-mail with the  information.

One of the best specialty lists I’ve found is the Techbargains Vendor Info. The list primarily covers technology retailers, but they happen to be the ones that tend to make it hardest to find their customer service numbers.

Hard to Find 800 Numbers has a fairly small, but growing list of numbers and cover a wider range of company types.

The Internet 800 Directory is worth a try.

If you can’t find the toll-free customer service number you are seeking on those lists you can try a custom search on Google. For more: Locate those Hard-to-Find Toll-Free Customer Service Numbers By Lee Seats, About.com

I hope you find them useful as well!

Devin Willis |

Resources

Gethuman Database.-The GetHuman™ movement was created from the voices of millions of consumers who want to be treated with dignity when they contact an enterprise for customer support.  Our goal is to convince enterprises that providing high quality customer service and having satisfied customers costs much less than providing low quality customer service and having unsatisfied customers


Free ServicesAbout.com -Check out these free services which include free Internet access, free email, free online calendars, free file storage and much more. Why pay for services that you can get for free on the Net?

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Filed under customer service, devin willis + prosper, tips

25+ Tools For Accounting and Budgeting from Mashable!

one of our Prosper financial students , James B sent the below resources to me . I wanted to share it with you!

There are a growing number of online services dedicated to helping users manage their finances. There are many benefits to using these accounting applications, they can simplify the process as well as help you find ways to save money.  Here are 25+ tools for accounting and budgeting both personal and business finances.

Mvelopes.com Helps you see exactly where your money is going and tries to find money you are losing in “hidden” fees and expenditures.

Billhighway.com – A shared accounting system designed with non-profit groups and Greek organizations in mind.

Billshare.org – Allows you to easily share expenses with others by creating receipts for one another and having them delivered via RSS.

Expensure.com – A unique accounting system that helps roommates pool their expenses and then divide them while keeping track of who owes money to bill collectors or other roommates.

Money.Tra.in – An accounting system specifically for people living together that need to split bills.  Has an old school ASCII feel to its graphics.

Spendji.com System for keeping track of projects and plans for friends, groups and organizations For more click here

Also, see  the Top 100 Blogs to watch in 2007

Resources

25+ Tools For Accounting and Budgeting— by Sean P. AuneMashable!

Mashable!: 25+ Tools For Accounting and Budgeting-Best of the Best: Tech Blog Roundup-NewsFactor Network.

The Best of Web 2.0 FINANCE-The Top Finance-related Web 2.0- “All Things Web 2.0″

PFBlogs.Org – If you are looking for personal finance blogs, start with PFBlogs.Org. They are tracking and aggregating over 1100 blogs on the subject of personal finance

The Finwikian -it’s a great resource for finding out more about your favorite personal finance blogger.  Registered users can edit entries.

Blogging Away Debt: Tricia and my husband  share in  detail and chronicle the transformation of the  personal,  financial life, including the repayment of tons of credit card debt, …We can learn so much from them….

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Filed under Blogroll, customer service, tips, Uncategorized