tag:blogger.com,1999:blog-28159450.post5837446693220191641..comments2009-10-05T10:12:08.509-07:00Stephanie Weaverhttp://www.blogger.com/profile/02116304523866425794noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-28159450.post-37370574936711827122009-10-05T10:12:08.509-07:002009-10-05T10:12:08.509-07:00Thanks for listening, Ian! He was a great interview. :)Stephanie Weaverhttp://www.blogger.com/profile/02116304523866425794noreply@blogger.comtag:blogger.com,1999:blog-28159450.post-39507128424621841992009-10-05T04:17:04.050-07:002009-10-05T04:17:04.050-07:00Hi Stephanie<br />Just a quick note to say how useful this PC was - lots of good stuff that can be tweaked to a non profit audience.<br /><br />Keep em coming<br /><br />IIvan nethercoatnoreply@blogger.comtag:blogger.com,1999:blog-28159450.post-68042973840420655972009-09-10T18:34:20.324-07:002009-09-10T18:34:20.324-07:00Hi Heidi,<br />Thanks for the comment and I&#39;m glad you enjoyed the podcast. <br /><br />For the definitive source of telephone customer service, I&#39;d read &quot;How to Talk to Customers&quot; by Diane Berenbaum and Tom Larkin. Their company, Communico, does a ton of CS training and it&#39;s one of the really good books on telephone CS out there. Tom will be my guest on my live online class on October 14, here&#39;s the link: http://bit.ly/3TIctMStephanie Weaverhttp://www.blogger.com/profile/02116304523866425794noreply@blogger.comtag:blogger.com,1999:blog-28159450.post-72919602416114727182009-09-10T13:59:08.329-07:002009-09-10T13:59:08.329-07:00Really enjoying the podcast! How would these ideas translate to phone experiences, as in when customers call in for support to a company? I&#39;m working with a client to make phone support better (and it could be argued that this isn&#39;t always a great experience!)--tips on improving the phone customer service experience?Heidi Millerhttp://spoken.typepad.comnoreply@blogger.com