Customer Service Articles: Attitude

Mighty fine customer experience

Mighty fine customer experience

by Becky Carroll

Here is a tasty tidbit for a Monday.  John Moore at BrandAutopsy Twittered me about a store with a great customer experience, Mighty Fine Burgers in Austin, Texas.  Here were some of John’s comments about them: ”…friendly front-line faces, all food prep in full-sight (incl. grinding/hand-forming patties), simple decor, upbeat vibe.”

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Be the customer you’d want to work with

Be the customer you’d want to work with

by Kevin Stirtz

I was standing in line at my favorite sub shop. I cringed every time the guy next to me spoke. “I want tomatoes, onions and hot mustard.” Seconds later: “Gimme more pickles.” And then “Make sure you don’t get that other stuff on my sandwich.” (Exactly what “other stuff” did he mean??)

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Here’s what a London cabbie taught me about customer service

Here’s what a London cabbie taught me about customer service

by Kevin Stirtz

Recently I learned something about customer service from a London cabbie. Actually I met the cabbie two years ago. But it wasn’t until a few weeks ago I fully understood the lesson he taught me.

It was spring 2008 and I was spending a week in London doing training for a client. Because I was not driving in London (I could barely walk across the street without getting killed – seriously) I used a cab to get around. To make things easier, I engaged the services of the same cabbie the whole time I was there.

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What Successful People Do

What Successful People Do

by Mark Henson

“Oh-crap-oh-crap-oh-crap!”

Those were the exact words that burst out of my mouth as the 7-foot high rolling shelf came crashing down just outside the kitchen door at Sparkspace. Apparently, as I was moving the shelf, one of the four casters on the shelf had decided to fail, and fail spectacularly.

As you can see, this monumental structural collapse also involved about fifty cases of soda cans. A surprising number of cans exploded on impact, others died a slower, spraying-all-over-the-place kind of death.

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You Lost My Sale Today

You Lost My Sale Today

by Laurie Brown

Yes you did. You probably don’t care. At least that is how it appeared to me.

I came into your store. Oh, I bet you don’t think of it as YOUR store. I imagine you just think of it as the place you work. Which is probably part of the problem. But, I think of it as your store. And you ignored me. I walked in looking confused but interested. You were talking to your friend. I know you saw me. You just thought your friend and your friend’s boyfriend were more interesting. You looked at me without acknowledging me or greeting me. You never stopped talking to your friend for a minute.

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What might happen if you treated everyone well?

What might happen if you treated everyone well?

by Kevin Stirtz

A foundation of my philosophy (in business and in the rest of my life) is that we need to treat everyone well. Another way to look at this is we’re here to serve others. And the best way to serve others (or at least, the best way to start) is by putting others first. This means treating them with courtesy, dignity and kindness. It also means putting their interests ahead of ours.

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Thanks for serving

Thanks for serving

by Kevin Stirtz

I while ago, my wife and I traveled to Kuala Lumpur (Malaysia). It was a wonderful trip where we mixed business, fun, the thrill of seeing new places and the warmth of making new friends. But, as we stood in line to re-enter the USA I reflected on how tired I was (tired of flying) and how good it felt to be home.

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Don’t Miss The Easy Opportunities!

Don’t Miss The Easy Opportunities!

by Mark Henson

This is a short article, but it may just be the most important one I’ve ever written.

My kids and I recently stopped at a donut shop on our way to church. We stepped up to the counter and placed our order. As I reached for my wallet, I discovered it wasn’t there. If you’ve ever done that, you know how I felt. Now multiply that feeling times ten for the “I’m sorry kids you, can’t have your donuts because dad was a bonehead” factor.

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What Hat are You Wearing?

What Hat are You Wearing?

by Mark Henson

Today started out kind of sad (great way to start an article, huh?). You see, I hauled our swing set to the dump this morning. It was the final step in a multi-day process of taking apart the swing set my kids have played on since birth.

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What’s most important?

What’s most important?

by Kevin Stirtz

A friend of mine helped me today. I had a minor decision to make yet I found myself stuck. So I asked her for help. Rather than give me her opinion, she gave me a process. She said:

“Ask yourself which is more important.”

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The secret to success many don’t want to hear

The secret to success many don’t want to hear

by Jim Logan

This would be ideal: simply want something really bad and you’ll get it.

Want to lose weight, earn more money, stop smoking, be a better parent or build a successful business? Just want it really bad and you’ll get it.

Sounds silly doesn’t it? It is.

The issue is never how bad you want something — everyone raises their hand when asked if they’d like to be successful. The issue many hate to face is the fact wanting success isn’t the secret to getting it — the secret is doing what it takes to be successful.

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If I Could Do It Over, I Would . . .

If I Could Do It Over, I Would . . .

by Marilyn Suttle

I rushed down to the lobby of the SE Hotel in San Diego a couple weeks ago to grab a cup of coffee for myself and hot tea for a friend. It was 7:00 a.m. and I was on a tight schedule. As I whisked toward the elevator, a hotel employee dashed from behind a counter to push the elevator button for me. “Thank you,” I said, “I hadn’t figured out how I was going to do that with both hands full.” He then entered the elevator with me, and asked what floor I was going to. He pressed the button for me, then stepped back out of the elevator, wishing me a good day. I was delighted. Before I even knew I had a need, he noticed what was coming, and stepped in to help.

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Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

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.

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.

Feedback

How to get amazing online reviews from your customers

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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