Featured Stories
Lessons from the “Southside Mafia” Customer service training coming for New Jersey toll collectors AT&T customer service employee saves customer’s life Is your luggage getting treated better by airlines?
 
Lessons from the “Southside Mafia”

Lessons from the “Southside Mafia”

When I was growing up, we had a different kind of athletic club than what exist today. They were often named for a city, like the “The Minneapolis Athletic Club” and they were usually downtown. But living in the south suburbs of Minneapolis, we were lucky. We had our own suburban equivalent [...]

Customer service training coming for New Jersey toll collectors

Customer service training coming for New Jersey toll collectors

Customers have spoken and the New Jersey Turnpike Authority (NJTA) has listened. The NJTA claims to have very few customer complaints, 1 for every 540,000 transactions. But a public din arose recently when several dozen of these complaints were posted on the website of a local news organization. The outcome is, the NJTA has developed an [...]

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 [...]

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 [...]

5 Steps to Avoid “Doing a Toyota.”

5 Steps to Avoid “Doing a Toyota.”

28 May 2010

by Jeanne Bliss

When a company makes a mistake, it can be the brightest moment in their history. Toyota had that opportunity. But they missed their moment. Big time. How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they [...]

Read the full story

All, Complaints1 Comment

Cowbell Sandy

Cowbell Sandy

28 May 2010

by Steve Curtin

I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems that a couple of years ago she started an incentive program to increase add-on sales of bottled water, cookies, and other high margin items. She worked with [...]

Read the full story

All, Employees, Weekly Amazing Service0 Comments

Maybe he will… Maybe he won’t… WON’T

Maybe he will… Maybe he won’t… WON’T

28 May 2010

by Kristina Evey

I just got back from a large supermarket chain to do some grocery shopping.  I don’t usually shop at this location of the chain, but it was convenient for me today.  Aside from the expected minor annoyance of not knowing the layout of the store, all went fairly smoothly until the [...]

Read the full story

All, Experience0 Comments

Curing my “Superhero Syndrome”…Again

Curing my “Superhero Syndrome”…Again

27 May 2010

by Mark Henson

Does life ever sneak up on you and teach you a lesson? You, too? Glad to know I’m not alone. Saturday, I had to work at Sparkspace. We don’t do a lot of Saturday meetings because we are primarily a business meeting space and most businesses don’t make their staff go to meetings on the weekend. [...]

Read the full story

All, Attitude0 Comments

Are your rules driving customers away?

Are your rules driving customers away?

27 May 2010

by Bill Hogg

Staples had a sale on computer remotes. Regular price $74.99, on sale for $19.99 — a $50.00 savings. I already had one, but at that price, it made sense to get a back-up. I dropped by on the way home — unfortunately I arrived at 5 minutes past closing time. The doors were [...]

Read the full story

All, Customer Perspective2 Comments

Customer service means making good on your mistakes

Customer service means making good on your mistakes

27 May 2010

by Marilyn Suttle

My husband and I ate at one of our favorite restaurants a few nights ago and were astounded by the incredibly poor customer services skills of the on-site manager.  It was a rather curious situation and I honestly believe that a third grader could have handled things better than this guy. Read full story

Read the full story

All, Complaints, Loyalty0 Comments

Customer service = convenience

Customer service = convenience

26 May 2010

by Laurie Brown

It has been my believe that what customers really want is EASY. Make it easy for them to do business with you and you will have a customer for life. Even in tough economic times most people still value convenience over price. Read full story

Read the full story

All, Experience, Weekly Amazing Service0 Comments

How good are you?

How good are you?

26 May 2010

by Kevin Stirtz

To be successful, in any business, we need to give our customers what they want, in a way that works for our business. We should focus on doing what our customers want AND what we can do well. Then we need to do it well. In fact we should do it better [...]

Read the full story

All, Engagement1 Comment

Imaginative Service: Simply the best

Imaginative Service: Simply the best

26 May 2010

by Chip Bell

“Good morning!  Welcome to our USA Today route.  Now, if I should go completely brain dead and miss you, please don’t hesitate to call me at the number below.  I will personally re-deliver your paper as soon as possible.  If you have a complaint that you and I can’t solve, you may call my district [...]

Read the full story

All, Attitude0 Comments

The power of a handwritten note

The power of a handwritten note

25 May 2010

by Laurie Brown

There is something special that happens when someone takes the time to put pen to paper and leave a thank you for your kindness or business. I was recently a guest at Crowne Plaza in Philadelphia and I left a tip for the housekeeper. (Note: I really am a good hotel [...]

Read the full story

All, Tips0 Comments

Do your customers have to jump through hoops?

Do your customers have to jump through hoops?

25 May 2010

by Marilyn Suttle

When I purchased my printer several years ago, I bought a three year extended warranty. Unfortunately, last week, just as I was about to print out handouts for a presentation the next day, my printer died and I found out exactly what “warranty” meant. Read full story

Read the full story

All, Complaints3 Comments

Referrals increased by over 100%

Referrals increased by over 100%

25 May 2010

by Kevin Stirtz

The headline of this post comes from a blog post by my friend Brian Carroll. His post describes a conversation he had with a client where they discussed how lead generation often ignores current customers. As a result of the discussion, one CEO decided his company would begin focusing more on [...]

Read the full story

All, Loyalty0 Comments

Page 1 of 6812345102030...Last »

Technology

Peachtree knows that customer service is cool

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

Free Customer Service Tips

Train the Trainer – Amazing Service Toolkit

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.

Customer Service Tools

Training Courses

Archives

Other Resources