In this video, Ross Shafer talks about an amazing customer experience he had at a well known hotel brand. The story is both funny and inspiring. But there’s something in the story that stands out and, in my opinion, tarnished the brand’s image. In the video it’s just a funny aside but in the real world it can make a big difference to companies and customers. About midway through the video, Ross is sharing with us how he talked to several people at the hotel about this wonderful employee. And each time he gave his glowing feedback to someone, they asked [...]
Customer Service Videos
Videos about customers service and how to improve customer service skills. These include funny customer service videos, customer service tutorials and more.
When Dave Carroll was finally told by a United Airlines employee he would get no reimbursement for his broken guitar (and that it was his fault) he began a journey that even he never imagined. His goal at that time was to write three songs about how United Airlines broke his guitar. He had hoped to reach a million people with his story. Instead, he reached 100 million people, he has elevated his profile as a singer/song writer (a talented one too) and he has become something of a celebrity in the world of customer service. Oh, and he has [...]
In the movie, License to Wed, there’s a funny scene that offers a useful customer service lesson. A reluctant groom stops in a jewelry store to pickup the rings for his wedding. As he looks at his ring he notices something wrong with the inscription. It was supposed to say: “Never to Part” Instead it said something else. The person doing the inscription thought the “P” was an “F”. (I’ll let you figure out what the ring said.) The groom brings this to the store clerk’s attention. Rather than apologizing and working on a solution, the clerk avoids eye contact [...]
If you’ve been paying attention, you know things have changed in the world of business. As customers, we are smarter than ever. We know we have more options. We know we deserve to do business with companies that help us accomplish our goals. And we understand it’s okay to expect companies that will work WITH us as partners rather than adversaries. Companies that ignore this will end up just like “Mr. Advertising” in this video: alone and wondering what happened.
Here is your Daily Dose of Amazing Service: Don’t go overboard for your customers. And here are some additional thoughts on this topic… This might sound contrary to what we’re all about here in the land of Amazing Service. But it’s not. Because if you go too far in trying to serve your customers, you can actually drive them away. This video puts a funny spin on how customers might respond to someone who goes overboard. It’s not the response you want if you’re looking for more loyal customers. Going overboard means doing too much. It means you’re not sure of [...]
A powerful way to increase customer loyalty is to give your customers a positive and memorable experience. Some days it’s easy. Just be nice, attentive, listen well and be helpful. But other times you might break out of your comfort zone and give your customers something they’ve never seen before. This Ford dealer clearly went beyond the usual and expected when they decided to treat their customers to the “A-B-C’s of the Ford Focus”. It’s not something every business would do. And it might even annoy some customers. But you have to give them credit for trying.
Here is your Daily Dose of Amazing Service: Make it easy for customers to leave And here are some additional thoughts on this topic… Too many companies make it easy to become a customer and hard to leave. Maybe they think people will change their minds if it’s hard to quit. The classic example is this call to AOL that made national news:
We hear a lot about customer experience and going the extra mile for our customers. And these are good things. Every employee in every business should pay attention to these. But it’s not just the employees who are responsible for this. Management has to lead the charge. If you want more loyal customers, the kind who come back again and again, the wonderful people who tell their friends, neighbors and everyone else about you, then you need to make service a priority across your organization. Front line employees can’t make this happen alone. And when you make this commitment, you [...]
I talk and write a lot about giving our customers what they want. Because if we fail to give them what they want they’ll leave us. That’s what customer loyalty is all about. But as we do this, we should keep in mind some guidelines. The following video helps us see (in a funny way) what some companies do wrong as they try to keep their customers coming back. First, they forget to
One of the best ways to keep your customers coming back and get more referrals is to give your customers a great experience. And that’s true even when your customers aren’t human. When I watch this video, not only would I want our dog to be a “customer”, I want to go there too! If you like dogs you’ll love this video. It doesn’t tell you the experience this doggy daycare business provides. It shows you. And it does so brilliantly. Customer service is more than
