May 2009

For Better Customer Service, Face the Person You’re Speaking With

May 29, 2009

Here is your Daily Dose of Amazing Service: Face the person you’re speaking with And here are some additional thoughts on this topic… How often have you been in a retail store, restaurant, hotel or other business (as a customer) and the employee helping you doesn’t even look at you? Sadly this has become all [...]

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Customer Service Quote for May 29, 2009

May 29, 2009

“Giving frees us from the familiar territory of our own needs by opening our mind to the unexplained worlds occupied by the needs of others.” -Barbara Bush

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What Can You Do While Waiting on Hold for Customer Service?

May 29, 2009

Play two or more games of solitaire. Make a meal. Watch a complete TV show. Go to the bathr…never mind. These are a few things people claim to do while waiting on hold for customer service, according to a recent survey reported by Reuters. The survey suggests customer service is not getting better in the [...]

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Using Twitter for Customer Service: 6 Reasons to Consider it in Your Business

May 28, 2009

Twitter keeps getting more popular, more useful and more valuable to companies. It is becoming a rock star in the world of customer engagement tools. But many people are skeptical, or at least unsure. Is it mostly hype? Will it fade away? Or is it a serious tool I should be using in my business? [...]

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Reward Yourself When You Deliver Amazing Service

May 28, 2009

Here is your Daily Dose of Amazing Service: Reward yourself when you deliver Amazing Service. And here are some additional thoughts on this topic… One of the most effective ways to encourage a person to do something is to reward them when they do it. As humans, we love recognition. It helps affirm what we [...]

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Customer Service Quote for May 28, 2009

May 28, 2009

“Kindness is in our power, even when fondness is not.” -Samuel Johnson Samuel Johnson: A Biography

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Make it Personal But Don’t Take it Personally

May 27, 2009

Here is your Daily Dose of Amazing Service: Make it personal but don’t take it personally. And here are some additional thoughts on this topic… One of my favorite lines in one of my favorite movies (You’ve Got Mail) is when Meg Ryan’s character says: Whatever else anything is, it ought to begin by being [...]

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Customer Service Book Review: Super Service

May 27, 2009

Customer Service Book Review: Super Service: Seven Keys to Delivering Great Customer Service… by Jeff Gee and Val Gee If you’re looking for a book with basic, useful, down to earth customer service advice, you should look at this one. It’s a veteran and it’s written by customer service veterans who know their business. This [...]

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Customer Service Quote for May 27, 2009

May 27, 2009

“We can believe that we know where the world should go. But unless we’re in touch with our customers, our model of the world can diverge from reality. There’s no substitute for innovation, of course, but innovation is no substitute for being in touch, either.” -Steve Ballmer, Microsoft

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Be or Know the Go To Person

May 26, 2009

Here is your Daily Dose of Amazing Service: Be or know the go to person. And here are some additional thoughts on this topic… There’s one in every organization. Someone who knows how to get things done no matter what the situation. Often it’s someone who’s been around a long time. They know all the [...]

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Do Your Favorite Companies Use Twitter for Customer Service?

May 26, 2009

One of the most powerful uses of Twitter is it’s ability to help businesses organizations and their customers connect. Other social media do this well. But none has shown the quick and strong impact in customer service as Twitter has. So I am busy talking to people whose organizations use Twitter for customer service. And, [...]

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Customer Service Quote for May 26, 2009

May 26, 2009

“Delighted customers are the only advertisement everyone believes.” -Ron Kaufman Author of: UP Your Service!

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Has the Recession Improved Customer Service?

May 26, 2009

We hear a lot of talk about how the recession has caused companies to improve their customer service.  In fact, this assertion is almost cliche. And we know why. In a recession, there are fewer dollars chasing the good and services available. This creates much more competition for customers. So businesses need to attract them [...]

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Customer Service Carnivale: May 25, 2009

May 25, 2009

This week I am (once again) hosting the Customer Service Carnivale. And, because it’s Memorial Day, here’s a hat tip to the nice people at Jackpine Java in Park Rapids, MN for providing fast, reliable coffee and strong, tasty Wifi. Without them I’d be doing this via dial-up from a cabin. Not a pleasant thought! [...]

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How to Handle Customer Complaints: Tip 1

May 22, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, listen completely. And here are some additional thoughts on this topic… The number one thing customers tell us they want is employees who LISTEN. This is in ALL customer interactions, not just those involving complaints. But it’s even more important when a [...]

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Customer Service Quote for May 22, 2009

May 22, 2009

“Always be a first-rate version of yourself.” -Audrey Hepburn

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How to Handle Customer Complaints: Tip 2

May 21, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, let them vent. And here are some additional thoughts on this topic… When you deal with a customer who is complaining (or as I prefer: “offering feedback”) often they’ll be angry. And even if they’re not visibly upset, they still want to [...]

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