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Technical Internships at ROBIN

Koen Schipper
Jan 7, 2013 Koen Schipper

At Robin Software we make Robin, a tool that supports webstores to provide service to their customers across channels, Twitter, webform, e-mail and soon Facebook and chat. We work on a daily base with a product owner, 3 developers, a tester and a designer on this product. The team works with the agile development methodology, where we recently switched from Scrum to Kanban. We use good engineering practices, such as BDD, TDD Continous integration, and Continous delivery and automated UI tests.

The team uses a development environment where we deploy automated builds to our OTAP environments that run on Azure. The product is constructed using a multi-layer architecture and asynchronous processing processes. Our team consists of motivated people working in an informal atmosphere.

ROBIN says: Merry Christmas & Happy New Year

Koen Schipper
Dec 24, 2012 Koen Schipper

"Thank you and all our other users for your feedback & business. Together we are changing the customer service part of e-commerce."

If you don’t help your customers, they won’t help you

Patrick Speijers
Dec 17, 2012 Patrick Speijers

People need direction.

Play any computer game in the world, and you’ll see what I mean. There’s an unwritten contract between the game players and the game developers – they give you visual clues, so that you know what you are supposed to do next. You know exactly what button to click to start playing, and you know what your next step is supposed to be.

In racing games you have large arrows guiding you around the track, in first person shooter games (like the Call of Duty franchise), your progress is limited to running in a specific direction. If you try to wander too far off course, you’ll hit unbreakable doors, large walls or in extreme cases, radioactive lakes. Even in sandbox games that give you unlimited freedom to do what you want, like Skyrim for instance, you still know what you need to accomplish to move the story line forwards and move on to the next chapter, even if you don’t have to do it.

Customer Service Triage. Who gets the fastest reply?

Patrick Speijers
Dec 4, 2012 Patrick Speijers

Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning to separate, sift or select”
Source: Wikipedia

Triage, as explained above, is the process of determining priority when you have limited resources – not enough supplies, or time, or hands on deck. When your business provides customer service, you’re just as likely to need triage – sorting out the customer requests based on their priority, and understand what needs to be dealt with right away, and what can wait a little bit longer.

Today, customer service is all about speed

Patrick Speijers
Nov 20, 2012 Patrick Speijers

Today, customer service is all about speed.

Go into any shopping centre, and you’ll see that there are countless shops that sell clothes, any number of shoe shops, and even plenty of bookstores. With the shift into the online world, getting someone to look at what you have to offer, and buy it, is even more difficult, if you take into account that going to another shop is just a click away.

The deciding factor, that makes customers return to the same shop over and over again is (usually) service. Customer service. Because we like it when the barista knows how we drink our coffee in the morning, we enjoy having the butcher call us by name and offer us the latest prime cut of rib, and it’s great to walk into a shop and not feel the immediate pressure to buy something.

If you're not happy tell us, if you're happy tell others!

Patrick Speijers
Nov 13, 2012 Patrick Speijers

I have a good friend who doesn’t believe in tipping waiters 10 percent. It’s not that she’s stingy - far from it. I’ve seen her leave $10 on a $15 lunch. It’s just that she believes that you should tell the business exactly what you thought of their service, not what they think that you should pay for that service.

According to her philosophy, the tips show the restaurant what people really think of their service. If the waiter was excellent, and the service was amazing, she gives generously, and not only does the restaurant know that they has done well, she’ll tell her friends about it. If the waiter was rude and the service was poor, she will give very little tip (and in one memorable instance, no tip at all), making sure that the business knows that they did extremely badly - and she won’t go back there again, or take her friends there.

3 stories of amazing customer service fueled by social media

Patrick Speijers
Nov 9, 2012 Patrick Speijers

Customer service – truly great customer service – can really change the way people look at your company, or at your brand. We’ve put together a few stories here that show what a little bit of social media fueled personal attention can do, and that anyone can do them if they just pay attention to their customers.

4 words you must never say to customers

Patrick Speijers
Nov 2, 2012 Patrick Speijers

I happened to catch a rerun of the Samuel L. Jackson and Kevin Spacey film ‘The Negotiator’.

Samuel L. Jackson plays an irate hostage negotiator (as opposed to his other films where he plays an irate FBI agent, an irate assassin, an irate leader of S.H.I.E.L.D., and a surprisingly calm Jedi Master) who is falsely accused for some reason or other. Jackson takes some people hostage, because what other way is there to deal with false accusations, and asks to talk to Kevin Spacey.

While waiting for Kevin Spacey to turn up, he talks to a junior hostage negotiator, who is nervous, stutters, and, when asked a question, answers ‘No’. This leads to a whole ‘Talking to Hostage Takers 101’ speech from Jackson, that you should never say ‘No’ to a hostage taker. That ‘No’ shuts off all avenues of negotiation, leaving only one option - to shoot a hostage.

Now, your customers are probably not all THAT dangerous, but still, there are certain words that you should never say.

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