Comments for AmazingServiceGuy.com

Comment on Top 10 things you should NEVER say to a customer by Don

Don — Tue, 11 May 2010 17:25:14 +0000

I have a question in regard to point #1. What is your suggestion when a customer, either in-store or by phone, is being belligerent and profane? Sometimes the customer wants something we cannot provide, but in some cases, they are upset about something… unusual.
For example, I received a call once where a customer was complaining about a product, and I was typing in notes while she gave me details. She asked if I was typing, and I replied that I was so that I would have her feedback on record, and she literally began screaming, saying that I should do nothing but sit and listen. Her voice was so loud that people 3 cubicles away could hear her through my headset.
Another example would be a customer in a store who wants to return a damaged, worn, well-used piece of merchandise, and when we politely refuse the return, they become angry and disruptive in the store. We have even had occasions where they have threatened associates and/or disturbed other customers.
Do you feel that it is inappropriate to politely remind them that this is a place of business, and ask them to please conduct themselves accordingly?

Comment on Your attitude is showing by Kevin Stirtz

Kevin Stirtz — Sun, 02 May 2010 16:10:15 +0000

Hi Chris – I agree, companies that invest in customer service tend to give better customer experiences. But we all have an obligation to do our best and be our best, no matter what our pay is. If I accept a job knowing what the pay is and what my responsibilities are then I need to do my best. That’s part of what I agree to when I show up for work and when I cash my check.

Both the company and the employees are responsible for taking care of customers. There needs to be a balance.

Thanks for your comments.

Kevin Stirtz
AmazingServiceGuy.com

Comment on Lowes Knows Customer Service by Kevin Stirtz

Kevin Stirtz — Sun, 02 May 2010 16:05:31 +0000

Hi Todd – you are absolutely right. Every employee in every branch (or store or department) has the ability to boost or bust their company’s brand. And they carry ability into every contact they have with a customer. Managers need to help their people understand how every action and every word is to their company’s success.

Thanks for sharing your thoughts.

Kevin Stirtz
AmazingServiceGuy.com

Comment on Your attitude is showing by Chris

Chris — Fri, 30 Apr 2010 19:49:02 +0000

Commuter flight attendants earn less than 20K p/y. The airline (and customers) get what they pay for.

Comment on Lowes Knows Customer Service by Todd

Todd — Fri, 30 Apr 2010 16:52:03 +0000

Customer Service stories like this are always interesting to me because invariably you get people who have have good or great experiences with Store X and you get people who have had bad experiences.

For me the lesson is this: Service, good or bad, is rarely the same across the board with the big retail chains. It varies by district or even by stores in the same city. It all comes down to the the manager or supervisor. He or she has the biggest direct impact on customer service as he is (or should be) responsible for the teams performance. It doesn’t matter if it’s face to face or over the phone. The kicker is that any experience in one store (or restaurant for that matter) can affect the opinion of customer service for the entire chain – a sobering thought for any regional or district manager…

Comment on Arby’s needs more than a bell for customer service by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 21:19:29 +0000

Hi Jason – The bells at Arby’s are neat but they really need to do more if they want useful customer feedback. Sounds like Chick-Fil-A has got it figured out.

Thanks for your comments.

Kevin

Comment on Here’s the most important secret to success by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 21:15:26 +0000

Thanks for sharing your thoughts Dante!

Kevin

Comment on Customer service tip: Don’t lie to your customer by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 21:04:32 +0000

Heidi – thanks for stepping in and offering to help. I will pass your email on to Laurie to see if the customer can be reached for her feedback.

We understand exceptions can happen to promises that are made. I think what irritates people is when companies create wonderful sounding messages (promises) but fail to allocate the needed resources to meet those promises.

Every promise has the potential to build or tear down your brand. Leadership needs to make their promises with great care.

Thanks again Heidi!

Kevin Stirtz
AmazingServiceGuy.com

Comment on How about 25% off your next order? by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 20:58:01 +0000

I did actually go back to the store but more out of necessity than anything else. Their closest competitor is too far away to be convenient.

You make a good point about the online world. I think the vast majority of organizations are not equipped to handle customer problems online very well.

Thanks for commenting!

Kevin

Comment on The link between customer service and customer loyalty by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 20:51:59 +0000

Eric – you make a great point when you say “delivered on the promise for a year.” This is something too many organizations forget. They either have no promise (or they fail to communicate their promise) or they fail at delivery. The formula is not complicated. Like one of my former manager’s used to say: “It’s blocking and tackling.” Just the basics. And when you do that well it can pay off as it did for your company.

Thanks for sharing your thoughts.

Kevin

Comment on Enough about me, let’s talk about me. by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 20:48:02 +0000

Jeff – thanks for the link to the blog post. He cites useful numbers that support the idea that customers want to be heard more than ever. I think this happens because as consumers we are comfortable using current technology to reach out. The problem is too many orgnizations are behind their customers in the communications technology they use and how they use it.

Companies that close this gap will be more successful and sustainable than those that don’t.

Kevin Stirtz

Comment on Do you stand behind your employees? by Kevin Stirtz

Kevin Stirtz — Wed, 28 Apr 2010 20:43:07 +0000

Christine – I agree with Bill that it’s wonderful seeing your company monitor the social web for situations like this. Kudos to you and your team for getting back in the game and taking care of a customer.

Well done!

Comment on Do you stand behind your employees? by Danier Leather

Danier Leather — Wed, 28 Apr 2010 20:27:37 +0000

Hi Bill,

Thank you for your response and for forwarding my contact information along to your friend; it is greatly appreciated.

Kind Regards,
Christine

Comment on Do you stand behind your employees? by Bill Hogg

Bill Hogg — Wed, 28 Apr 2010 20:22:47 +0000

Thanks for your comment. It’s great to see that Danier is monitoring social media for customer commentary. As you noted via your direct email to me, this situation was experienced by a friend earlier in the season and at your request I have forwarded your contact information along to them. Given your initiative, I am confident that you will successfully recover from this situation. Best wishes

Comment on The link between customer service and customer loyalty by Eric Jacques

Eric Jacques — Wed, 28 Apr 2010 20:17:19 +0000

It’s always nice to see real data confirm what we think.

Another thing that I’ve noticed is that customers are actually willing to pay the extra money to get better service. So, it actually costs nothing.

In a previous role, we had developed a premium support contract for our products and we charged a hefty premium for it. After delivering on the promise for a year we got 70% of our customers to renew at the premium level and kept a 98% renewal rate.

The only cost was the initial development of what we would deliver!

Comment on Do you stand behind your employees? by Danier Leather

Danier Leather — Tue, 27 Apr 2010 21:07:06 +0000

Dear Bill,

First and foremost I would like to apologize for the experience you had in our Eaton Centre location. This is certainly not the way we strive to do business.

At Danier we monitor the internet for customer service issues and always address proactively; I would like to thank you for taking the time to provide your feedback. It is important to hear from our customers for our growth and improvement.

In regards to your concerns, it is true that we do have a no hold policy; however, the manager should have waived the policy as you had already been informed by the associate that we could hold the item for you. I would like to apologize personally on the behalf of Danier for how you were treated in the store. I will be sure, to follow-up with the District Manager for the Eaton Centre location.

If you are interested, I would be more than happy to assist you in locating the pair of gloves, as well as honour the discount that was instore. Could you kindly advise the style of the gloves and the size you require? Upon receiving this information I will look into availability and make arrangements with you to have it shipped to the location of your choice OR sent directly to your home or work; whichever option is most convenient.

We look forward to serving you for all your leather/suede garment and accessory needs going forward. Please let me know, if you wish for me to locate this item for you, I can be reached via email at clafleur@danier.com or phone 1-866-9danier ext. 427.

Comment on Enough about me, let’s talk about me. by Jeff Hazel, Director, Convergys

Jeff Hazel, Director, Convergys — Tue, 27 Apr 2010 20:38:26 +0000

Good point. And while talking about customers, be sure to listen, too. According to recent CVG research, many consumers don’t feel that companies always listen or respond to their needs. The price: higher rates of attrition.

Check out the blog post “Customers want to be heard, are you listening?” here: http://bit.ly/9EbrlS

Comment on How about 25% off your next order? by Becksaloid

Becksaloid — Sun, 18 Apr 2010 15:05:26 +0000

I couldn’t agree with you more. It is sad how many businesses really forget the simple things, like without the customer they don’t have a paycheck… So saying sorry, fixing the problem and making them feel valued should not be as hard as it seems for many businesses.

Obviously the challenge for businesses now will be responding effectively to customers however the complaint comes to them… How many businesses are geared up if someone with a legitimate complaint is venting on twitter or in a forum? First you need to find out about it and secondly respond.

From your example if organisations struggle with face to face service then we face challenging times in getting the level of service we should reasonably expect in the online world.

So did you go back to the local office products store?

Comment on Where does social media fit in? by Becky Carroll

Becky Carroll — Thu, 15 Apr 2010 19:23:33 +0000

Yes, this is ALWAYS what I tell my students to do first, and to keep doing – even if they don’t participate in social media via any other mechanism.

Thanks for your comment!

Comment on Where does social media fit in? by ElizabethL

ElizabethL — Wed, 14 Apr 2010 21:48:44 +0000

I agree, it’s very important to LISTEN before you implement any social media marketing plan what so ever.