Language: English

How to contradict someone, when you do in customer support?

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At times, conflict arises in customer support. A says a thing, B says the opposite to that affirmation:

  • Client, person A: You should take the first road left on the street.
  • Customer care representative, person B: No one takes that road! (notice the exclamation point)

If you’re person A, and a customer care representative (B) gave you that answer, it’s very hard to continue from here. You have just taken all the possible liberties of person A to continue. Even if you are right, even if really no one takes it on that road, you should avoid communicating like person B. What are some alternatives to this scenario?At times, conflict arises in customer support. A says a thing, B says the opposite to that affirmation:

  • Client, person A: You should take the first road left on the street.
  • Customer care representative, person B: No one takes that road! (notice the exclamation point)

If you’re person A, and a customer care representative (B) gave you that answer, it’s very hard to continue from here. You have just taken all the possible liberties of person A to continue. Even if you are right, even if really no one takes it on that road, you should avoid communicating like person B. What are some alternatives to this scenario?

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How to back-up HTML files visited web pages on your computer? (2014.06.15)

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In the video, I present you how to back-up web pages on your computer as HTML files. I show you how to bulk organize lots of files, how to work with HTML files, why should you compress them, give alternatives (saving as screenshots). The end result is a list of folders organized by date (the folder names are similar to 2014.06.14 Saved file #1, 2014.06.15 Saved file #2 and so on).

A few good men (1992) – where everybody is a good person

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(note!) Spoilers ahead, don’t read the review unless you already saw the movie (note!)

I just saw A few good men (1992) for another time (I think I saw this movie more than 5 times, during the past about 20 years or so) and the top scenes more than that.

A Few Good Men (1992)

First, a clip (everybody knows your name):

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How to to do web site improvements?

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Chris Goward, President and CEO WiderFunnel held a speech at GPeC Summit, May 2014. One of his slides was: The idea behind this is very simple: Instead of doing a single web site redesign, which will, most likely, make marketers actually unhappy with the end result, which will also likely decrease conversions, despite the big cost of the project, you should much rather do incremental updates. Instead of a full redesign, pick a small item, test it, measure it, take a decision. Repeat this undefined. CRO should be permanent, not once a few years. Most web sites do it like this these days. Quite an idea! And a photo at the conference:

Small tip: use your photo in your email signature

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Photographs increases conversion rate:

They also create more trust, by making you real:

Can you use them in e-mail, though?

GPeC Summit 2014, Ziua 3 000-mic

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Who am I?

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I will answer this question with various thoughts about it. It is irrelevant for most people. If you are close to me, you might be interested in what’s behind my behavior, but for most people the behavior alone should suffice. It is a little arrogant to consider people would really want to know the answer to this. Most answers to “Who am I?” come not from self-analysis, but from comparison. I compare myself to others, and give a result. Thus, it is more efficient to focus on getting new experiences & a bigger network, rather than trying hard to focus on myself. “Stereotyping becomes mathematically more dangerous the more people you meet.” (Rand Fishkin – 24 Things I Know Now That I Wish I Knew Then – Rand’s Blog)  In Groundhog Day (1993) – IMDb the main character, played by Bill Murray, is at first both despising pretty much everyone and mimicking he is a nice person. Love transforms him and he changes all his behavior accordingly. One friend recently told me I mean a lot to him. The thought scared me, and I didn’t have an equivalent reply to him. My life is pretty much into despising everyone. The rare exceptions of people I don’t despise is not due to the fact that they have no faults, but rather that I tend to blind myself, and ignore everything else but their single trait/quality/deed which makes them important to me. What do I ask of someone in order to like that person? The impossible made possible. Bogdan Naumovici once said at a conference, …

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Two motivating persons in my life

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I once had a Sony camera. Time passed, I had a new one. I was very proud with the photos I took. I show them to a friend. He was very critical. Not sharp enough, not enough contrast, poor quality photos. I rejected his comments, and was very puzzled to know that he found my photos to be of poor quality. Years passed, I remained with his critique in my mind. Now, many years after the critique, I agree with him. Most photos I have taken at that time were of poor quality. And I’m not even a real photographer. Another story: I did a web site for a relative of mine. I worked for two days at that web site, I made videos. I was impressed with the result. At the end, I wanted to just go home and have this job considered to be done. The person insisted I stay one more day and work at the web site. I was puzzled. The web site was done, I had worked at it quite a while, and that person considered the web site incomplete. Reluctantly, I stayed one more day. Boy, was I happy to do so. In that day I solved lots of minor imperfections. In the end, the web site proved to be one of the best I had made. The improvement wasn’t from 20 to 90%, but it was from 80 to 90%. And it felt good. Had I stayed a few more days, it would have been even better. You …

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