The State of Customer Service Report 2009

I have published our 2009 report called: “The State of Customer Service.”

This report is from a survey I ran on this website last year. It compiles all the responses and summarizes the data as well as offering some perspective about it.

You can download the report here:

http://amazingserviceguy.com/resources/2009-State-of-Customer-Service.pdf

You’ll need a PDF reader to view it.

What’s different about this report is that it’s not just ratings and rankings. It also includes comments from people about what makes good or bad customer service. So, you can use the information in this report to actually improve the quality of service you offer your customers.

Please feel free to share this report and print as many copies as you like. All I ask is that you show me as the author and do not make changes to it. If your reference it on your website or in an article or book, I’d appreciate a link to this website.

Thanks for reading!

Kevin Stirtz
The Amazing Service Guy
952-212-4681

Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

By Bill Hogg on March 8, 2010

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

Read full story

Technology

Customer service and Twitter

By Dennis Snow on March 11, 2010

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popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet.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.

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Feedback

How to get amazing online reviews from your customers

By Kevin Stirtz on February 24, 2010

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with.

To thrive in this new world of connected customers you need to do more than ever to make sure your customers get the experience they want. If you do this well you can leverage the power of online feedback and reviews to grow your business. If you fail at this, the online chatter about your business can tarnish your reputation both online and off.

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