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I told two friends… and they told two friends…

April 29, 2015

Mr. Smarter Café is in an all-day meeting that started early, so not only did he not have time to blog, but he also didn’t have time to gently massage his (now mostly silver) locks with “Faberge Organic Shampoo with pure wheat germ oil and honey.” No telling what he looks like today. Fortunately for you, guest blogger Valerie Welland is here to tell you about a former life of hers. Should be fun. Thanks Val!

By Valerie Welland, Kronos Customer Experience Manager

Who knew we would learn about social media’s influence in the 80’s.

Who knew we would learn about social media’s influence in the 80’s.

In a former life, and a workplace, far-far away, I had a manager tell me that “people work in customer service until they figure out what they really want to do in life.” This statement hit home to me. Have I been “finding myself” for the past 15 years? The answer is no. Good customer service is a vital part of any company, that really can make or break the business. Think of how many people you have told about an exceptional experience with a company. Now how many have you told about a negative one? I am guessing the latter is more people. On average most people will tell twice as many people about a negative experience. This is just one (of many) interesting customer experience facts I found on helpscout. I would also guess that in our age of social media, people are indirectly telling a lot more than twice as many people.

Thankfully, Kronos has a different view of customer service and our fabulous support team has won a customer satisfaction award fifteen years in a row to prove it. Kronos also encourages a customer centric culture and this extends from our external customers to internal (not to brag, but we have an award for that too).
Here are a few accolades from actual customer surveys:

“The support rep is absolutely amazing. He is a valuable asset for Kronos and was helpful every step of the way. He made sure that the problem was solved and we didn’t give up until it was. Thank you so much for your help.”

“Not only did the support rep resolve the support case he was assigned to, but he also worked on all of my open cases and resolved all of them as well. He took the time to explain the process, test the configurations, and verified it was configured the way I needed it to work. He is always very professional and friendly.”

So in the spirit of “figuring out what I really want to do in life,” I found these stories on how much a customer’s experience can mean to a person. This is why we in the “biz” do what we do.

Hey, if you’ve had a great Kronos experience, you can tell two people who will tell two people and so on by sharing it at Yelp-like review sites like Software Advice, G2Crowd, TrustRadius, and IT Central Station.

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