Customer Service Videos

We are lucky today because it’s easier than ever to make videos. And, thanks to YouTube, millions of videos are available on almost any topic you can think of. So, I make it a regular practice to find useful videos on customer service and related topics that might be helpful to you. As I find them I will post them here, so you can watch, learn and enjoy.

Customer loyalty is a two-way street

October 12, 2010

In the world of customer loyalty we usually look at how can the company (and their employees) do the right things to increase customer loyalty. And this makes sense. It’s the actions of an organization that create the customer experience and either attract people or drive them away. But having valuable, long-term relationships with customers [...]

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Never to part (with your customers)

February 11, 2010

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 [...]

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Customers expect (and deserve) more

November 5, 2009

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 [...]

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Try not to go overboard for your customers

September 9, 2009

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 [...]

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Ford raps the competition with a surprising customer experience

September 2, 2009

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 [...]

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Make it easy for customers to leave

August 18, 2009

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 [...]

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What are you really doing for your customers?

August 4, 2009

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 [...]

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Two Simple Rules for More Loyal Customers

July 2, 2009

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) [...]

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Give Your Customers a Great Experience

June 25, 2009

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 [...]

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You Won’t Get that on United Airlines…

May 13, 2009

Part of serving your customers well is giving them a positive and memorable experience. In fact that’s the formula for “wowing!” them. When you do this they have fun, they remember you (and your company) and they say good things about you to others. Here’s an entertaining example of how Southwest Airlines wows their customers. [...]

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This Employee Understands the Extra Mile

May 11, 2009

We know going the extra mile in customer service can help us do a better job and keep customer coming back. Sometimes though, the best way to help us keep going the extra mile is with an example, like this. That’s why I love this video. It uses humor to show us what’s missing in [...]

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Gallery Furniture Succeeds with Customer Service

April 7, 2009

Here’s a new video featuring comments from Steve Salazar, of Gallery Furniture, a big furniture store in Houston, TX. I like two things about this. First, they talk to their customers so they know what their customers think about them.  Second, it sounds like they have created a culture based on service rather than individual [...]

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How Would Your Phone Calls Look in Person?

March 24, 2009

We all know what the typical customer service call center experience is like. It’s so entrenched in our culture, it’s cliche.  The automated voice, the multiple options ans the joy of waiting on hold for what seems like forever, are all well known aspects of many call center customer service experiences. Customers get this. And [...]

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Dell’s Steve Schuckenbrock Discusses Customer Service (Sort of)

March 14, 2009

(Note: This interview was done by ComputerWorld. Schuckenbrock was CIO of Dell at the time of the interview). This interview of Steve Schuckenbrock is interesting for what it does NOT contain. Though Schuckenbrock talks about their past problems and likely causes, he fails on several counts as he addresses a huge customer service problem for [...]

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Make a Promise to Your Customers…Then Keep It!

February 25, 2009

A foundation of Amazing Service is making a promise to your customers.  I call this your Unified Message but people call it many different things. Recently I saw a video produced by Jiffy Lube in which their president discusses the three promises they make to their customers. This is a step in the right direction. [...]

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How can you go the extra mile for your customers?

February 10, 2009

In my seminars and workshops a big topic is how to go the extra mile for our customers. Actually, it’s the first requirement of Amazing Service: “Give your customers what they want plus a little more.” And it can make a huge positive impact on your customer loyalty. When you go the extra mile, you [...]

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Black Jack Pizza Should Win a Customer Service Award

December 20, 2008

On a recent YouTube jaunt, I found this “customer service” video. It’s funny because of the setup. The “caller” is Jack Nicholson, or rather select audio clips of big Jack from his movies. The clips are inserted into the phone call skillfully enough that two employees at this pizza place believed it was a real [...]

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