Douglas Hanna
About: I am a customer service consultant and writer.
Blog Posts
What’s the ideal response rate?
--I am not a statistics expert. I know the basics: I can write reasonably balanced questions, I know which questions to ask to get the information I&...
Call monitoring leading to call coaching.
--Though this is more Tom’s area of expertise, I’d like to write about call monitoring and quality assurance. I have been working with a ...
Act with urgency.
--When I work with customer service providers, I have to remind them to live and die by urgency. I’m going to make a (perhaps brave) assumption...
Doing something little to make a difference.
--I was grocery shopping at a Randalls store earlier this evening and took my cart full of groceries to check out at the front of the store. There we...
Product Defect Meetings
--I was talking to a company not too long ago that would have regular “Product Defect Meetings.” Employees from all departments and all l...
Engaging with customers.
--An important aspect of customer is engaging customers on a human level. Engaging customers doesn’t necessarily have to be about killing dead ...
Never stop training.
--Companies that provide decent customer service train their employees once they’re hired. They use a mix of formal and informal training to tr...
dalas verdugo, Community Director at Vimeo
--dalas verdugo [sic] is the Community Director at the video-sharing web site Vimeo. Earlier this week, I wrote a post praising the great design and ...
Feedback from Employees
--I was recently reading an article in Inc. Magazine about Roger Berkowitz, the CEO of Legal Seafoods. He has an interesting way of gathering feedbac...
Analysis of an Effective Help Page
--The video-sharing web site Vimeo is an extremely well designed web site. Just from looking at and exploring the web site, you can tell the designer...
Network
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Comments
I would have liked to see someone from Go Daddy speak. They do have some extraordinary phone support. Now, if they could work the interface complexities out of domain management, they would truly stand out to consumers.
-John
