6 ways to improve your customer conversations!

Patrick Speijers
Apr 11, 2013 Patrick Speijers

Sometimes it's more about the conversation than it is about actual service. here's 6 tips to improve your customer conversations.

Remember when you used to go to your local grocery, and had a chat with the grocer about the weather? Or when you got a haircut, and spent your time talking to the hairdresser about the local football team? Chances are, that when you needed some more groceries (or a haircut), you wouldn’t even think about it – you would go right back to those places.

People enjoy feeling that they belong, and they’ll keep coming back to places they feel welcome at, and feel familiar with. What you were getting in those places wasn’t customer service per se – it was customer conversation. Actually talking to your customers and having a conversation with them does wonders and improves your relationship (and your sales) no end.

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.

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