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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.

Feedback is awesome

Patrick Speijers
Oct 30, 2012 Patrick Speijers

Feedback is awesome.

Customer feedback is even awesomer.

Customer feedback helps improve your services, which in turn means more customers, and even more feedback, which you can use to improve your services, which in turn.... :)

Now, it’s a well known fact that most people don’t like leaving feedback. They may ask a couple of questions, but even if they do have feedback to give, they don’t always spell it out for you. So you have to learn to read between the lines.

5 Steps to Better E-Commerce Customer Service

Patrick Speijers
Oct 23, 2012 Patrick Speijers

Take a look at these numbers:

“48% of small business owners say what they need most to stay afloat through the recession is “more customers” compared to tax cuts (25%), access to capital (9%) and the ability to hire more employees (7%).

The American Express OPEN Small Business Monitor (fall 2011)

“81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition”

Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor

So small businesses need customers to survive. Not very surprising, when you think about it. But how DO you get more customers?

Well, here are 5 simple steps that you can take today, that will help you out....

Manage your e-mails with Robin

Koen Schipper
May 24, 2012 Koen Schipper

Today we launched a new feature in Robin. Using this feature you can manage your incoming e-mails and turn them into real conversations. While talking to our users we found out that communicating with their customers using Outlook or Gmail is far from optimal. Multiple users were answering the same e-mail and e-mails were answered to late or worse, weren't answered at all. A typical web shop using Robin handles about 5-100 conversations a day. These are mainly questions concerning the delivery of goods or payment related questions. So we thought hard on how to improve this process so we could help to improve customer satisfaction.

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