There’s an app for … the Olympics

Here at SureFire we are all getting fired up for the Vancouver Olympics just like the rest of the country.  Our hearts are soaring with pride over the current medal status and the great effort put in by all those who are involved at the games.  But to keep in touch with what is current while maintaining our top level customer support to our clients, we depend on apps while on the go. [Disclaimer: I use an iPhone because the apps are just really, really cool but other mobile devices may have similar options.]

Currently on my iPhone to keep me in touch I have the Vancouver 2010 Guide brought to you by Bell.  This is a Free app that gives me the following categories to browse through:

• Schedule
• Events
• Venues
• Headlines (including medal count)
• Favourites

Great Feature: For each event that is on the schedule, there is a explanation for how the event works.  This could be very helpful in explaining that in curling when they say they are throwing the rock, they are really just sliding along the ice. 

The other very fun app that I have is the CowBell app from Bell (Free).  Just shake it and you have a great noise maker.  Perfect whether you are at the games or participating from your couch.  Bell has also made this accessible to BlackBerry users, but you will need to press a button for the ringing (not quite as much fun).

The CowBell 2010 1.1 App ($0.99) combines the functionality of both of the above PLUS you can customize the flag design of your cowbell (Bell’s just has their logo on it).  I personally prefer Free, but convenience is nice.

CTV has their own app, but so far the reviews are not so great if you go for the free version.  The tone so far is that you can get a lot further with other free apps than CTVs.  NBC also has an app, but not all functionality is available in Canada.

Greg Gazin on www.canoe.ca has a blog that lists 11 apps for the 2010 games.  Check it out.

What apps are you using to keep up-to-date at the Olympics? Let us know.  Leave a comment.

Business Beyond IT: Better Customer Service

Time and time again, while in conversations with others, the topic of poor customer service keeps coming up.  People lament how terrible customer service is “now-a-days”.  I believe that this was initiated with the economic boom  a few years ago.  It was nothing to have those in customer service jobs bounce from place to place then because they could for better pay or better work environment.  But now, why with purse strings being so tight hasn’t customer service improved at all?  Then I went to Tim Horton’s drive-thru to pick-up lunch and I believe found one perspective on why you may be getting poor customer service.

There was a very polite sign encouraging customers to be kind and courteous to the staff so that they can keep their staff. I have interpreted this to say “When you are angry about the wait for your double-double, our staff quit for something better.”

So does that tell me that the customers are contributing to staff turnover rates and if we treat them well, they will stay longer, become better at their jobs, and in turn get some great customer service in theory?  It doesn’t seem to be just in the fast food business this happens; people get angry more often in general, even to the point of yelling at staff. But where is the strategy in that?

According to the associated content website:

“yelling often doesn’t produce respect. The only major effect it may have … is to either be angry back, sulk, or live in fear…”

If the above is true, exhibiting anger towards something is ineffective, we need to stop it.  It is countrproductive.

Great Ways To Get Better Customer Service :

• Smile and be warm
• Express your concern concisely with the overall motive of improving their company rather than gaining on your end
• Use your please and thank you’s
• Explain what you were hoping to see and why you are disappointed
• Have a game plan; when you anticipate a poor experience (maybe you are phoning to give a customer “complaint”), rehearse what you will say and go through how you will react to anger coming from the other end

 

If you still have a major issue with what is happening, ask to see the manager just simply to resolve, not to complain.  Then turn something bad into a great experience for both you and the others along the way.

The bonus could be getting something for free – don’t let it be your motivator, but they usually give you something to keep your business. If cranky, no one wants to help you. And then when it keeps up, the company will lose out big time because their staff are going somewhere else.

Let me know what you think about this.  Have you had a poor customer experience that you turned into a great one by your actions?  Let me know about it with a comment.