Featured Stories
AT&T customer service employee saves customer’s life Customer service and calorie counts How to make customer service a priority Is your luggage getting treated better by airlines? Should customer service go retro? Is your product made by your customers?
 
AT&T customer service employee saves customer’s life

AT&T customer service employee saves customer’s life

Here’s a perfect example of why companies should hire smart people who care. Recently an AT&T customer was talking with their customer service service department. He started having symptoms of a heart attack and eventually passed out during the call. Rather than hang up (because the customer became non-responsive) the AT&T employee (Kelly Hart) knew something [...]

Customer service and calorie counts

Customer service and calorie counts

Three Florida legislators have proposed a bill that would require restaurants to list calorie counts on their menus. While I know there are heated arguments on both sides of this issue, I like the idea. Read full story

How to make customer service a priority

How to make customer service a priority

In most organizations there is at least one person who believes in the importance of delivering Amazing customer service. But for it to work, it takes a whole team. So a customer service champion needs to get others on the team to make it a priority. There are a couple ways to do this. The two [...]

Is your luggage getting treated better by airlines?

Is your luggage getting treated better by airlines?

As customers, we understand prices on most things we buy tend to go up over time. It’s part of the cost of doing business so we accept it without much fuss. But if we feel we’re not getting treated fairly, then there could be problems. Are we paying more because we’re getting more in return? Is [...]

Should customer service go retro?

Should customer service go retro?

In MetroNews.ca today, Charles Davies proposes a radical change to how organizations handle their customer service. He says they should ditch the automated phone technology and go back to having real people on the phones: “The idea is simple: Get rid of automated telephone systems and bring back the switchboard.” He makes a good point. Though technology [...]

Is your product made by your customers?

Is your product made by your customers?

I’m usually not a fan of ad campaigns. But I do like Microsoft’s new ad campaign for Windows 7, “Made by me”. It features people (average, ordinary Windows users, we are supposed to believe) who talk about how Windows 7 has the features they want, because they TOLD Microsoft they wanted them. Of course, this is [...]

Is social media driving Shamrock Shake surge?

Is social media driving Shamrock Shake surge?

17 March 2010

by Kevin Stirtz

In 2006, while writing an article for AllBusiness.com, I discovered Google had about 39,000 listings for the search: “Shamrock Shake”.  Today, the same search throws us 877,000 possibilities. That’s like the city of Muskogee, Oklahoma, growing to the size of Detroit in four years. There are over 200 videos about these fun, minty shakes. Roughly 20,000 people [...]

Read the full story

All, Engagement0 Comments

Social media elevates the power of Nice

Social media elevates the power of Nice

17 March 2010

by Kevin Stirtz

Today, Erik Qualman, at ClickZ, published his proposed list of social media thought leaders. It lays out his plan to create a crowd-sourced ranking of the most influential people in social media today. As I scanned the list of 32 contenders many of the names were familiar. Some more familiar than others. I counted at least [...]

Read the full story

All, News4 Comments

How can you help your customers?

How can you help your customers?

16 March 2010

by Mark Henson

I recently popped into my local Staples to buy some new printer cartridges for my very hungry color printer. I needed two of every color under the rainbow, so I took my son with me because I was pretty sure it was going to cost me my firstborn to buy that much ink all at [...]

Read the full story

All, Experience0 Comments

Here’s a tool for creating outstanding customer experiences

Here’s a tool for creating outstanding customer experiences

16 March 2010

by Dennis Snow

Most organizations say they put the customer at the center of everything they do. Experiencing the service they provide, however, quickly proves otherwise. Their processes and policies demonstrate that the focus is on their convenience, not the customer’s. We’ve all been frustrated, for example, by phone trees that say; “For sales, press [...]

Read the full story

All, Experience0 Comments

Customer service tip: Don’t insult your customers

Customer service tip: Don’t insult your customers

16 March 2010

by Kevin Stirtz

Don’t insult your customers. I know this sounds pretty obvious. Why would any of us insult our customers on purpose? But it happens more than we realize. Here’s a recent example. I’m ordering a sandwich at my favorite sub shop. As I’m chatting with the sub-maker, the co-owner walks over. She notices that I’ve had the roast beef [...]

Read the full story

All, Customer Perspective2 Comments

Greeting Your Customer for Cities. Boardman Does it Right!

Greeting Your Customer for Cities. Boardman Does it Right!

15 March 2010

by Laurie Brown

Chet Phillips, Boardman Oregon’s new mayor understands the importance of a great greeting. In an article in the East Oregonian, Erin Mills reports about Phillips first city council meeting. At this meeting Phillips announced his “Welcome to Boardman” campaign. He has asked all business owners to greet every new customer with “Welcome to Boardman.” Read full story

Read the full story

All, Tips0 Comments

Good Customer Service Can Grow Your Business, Even in a Down Economy

Good Customer Service Can Grow Your Business, Even in a Down Economy

15 March 2010

by Kristina Evey

When I’m first approached to coach a client or give a presentation on customer service, people often ask me what difference good customer service can make on their bottom line.  I’m quick to point out that by delivering excellent customer service, they will likely start to see a higher return on investment by means of [...]

Read the full story

All, Experience0 Comments

Continental Airlines boosts customer service by cutting free food. Huh?

Continental Airlines boosts customer service by cutting free food. Huh?

15 March 2010

by Kevin Stirtz

An extremely exclusive club has just lost another member. Now that Continental Airlines has bagged its free meals I can no longer include it on the “airlines I like to brag about” list. The list is getting very, very short, by the way. Let’s hope Alaska Air and Singapore Airlines stay in business or this list [...]

Read the full story

All, Experience2 Comments

Winn-Dixie Customer service employees stop scam artist, save customer thousands

Winn-Dixie Customer service employees stop scam artist, save customer thousands

15 March 2010

by Kevin Stirtz

Last week AT&T showed why you should hire people who care. Their customer service employee literally saved her customer’s life.  Now Winn-Dixie is schooling us in the fine art of going the extra mile for your customers. Recently, employees in their Stuart, FL store helped two of their customers avoid losing almost $3000 as victim of [...]

Read the full story

All, Employees0 Comments

Opportunity (for Better Customer Service)

Opportunity (for Better Customer Service)

15 March 2010

by Shep Hyken

“If opportunity doesn’t knock, build a door.” -Milton Berle (A very funny and smart man!) Speaking of opportunity, here is an idea that will give you the opportunity to look like a star. You’ve heard of a Customer Service department. How about a Proactive Service department? This idea is not really new. Companies and people [...]

Read the full story

All, Loyalty2 Comments

Customer service and Twitter

Customer service and Twitter

11 March 2010

by Dennis Snow

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen. Read full [...]

Read the full story

All, Technology3 Comments

See your customer’s view if you want to keep them

See your customer’s view if you want to keep them

11 March 2010

by Jim Logan

I clearly remember being in the conference room thinking What the hell are we doing? Our CEO just finished a rant on why should be paid well for the products and services we provide.  The crescendo moment came when he railed against a customer who was behind in payment — they were withholding payment because [...]

Read the full story

All, Customer Perspective0 Comments

Page 1 of 5812345102030...Last »

Technology

Customer service and Twitter

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen.

Free Customer Service Tips

Create an Amazing Service Brand

Now you can improve customer service and save money.

Our new Trainer's Toolkit enables you to conduct a professional customer service seminar in your organization at a fraction of the cost of hiring a professional trainer. Click here to learn more.

Service Software

Fun Stuff

Archives

Other Resources