July 2009

Leaders: Match Your Words and Actions

July 31, 2009

One of best ways to teach customer service (or any behavior) is with role modeling. When you, as a leader, show the values and behaviors that lead to good service, your employees will see it. And they’ll follow your lead. And the opposite is true.This funny example of a customer and her son tells the [...]

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Customer Service Quote for July 31, 2009

July 31, 2009

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. -Jeff Bezos Jeff Bezos: The Founder of Amazon.com

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Radiospectives: How to Get Amazing Feedback from You Customers

July 28, 2009

The best way to keep your customers coming back is by giving them what they want. And the best way to know what they want is to ask them. Direct customer feedback is one of the most valuable resources your company has available.  Recently I spoke with Dan Culhane about this topic on his RadioSpectives [...]

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Who Uses Twitter for Customer Service?

July 27, 2009

More and more companies are using social media tools, like Twitter, to engage and serve their customers better. And Twitter is encouraging this with their recently published guide: Twitter 101 which has helpful ideas on how businesses can use Twitter better. Over at TweetMyCustomer.com, I’m updating my recent list of companies that use Twitter. Of [...]

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The Perils of Too Much Technology

July 27, 2009

We’re all used to talking with automated systems when we call customer service at most companies. It’s become the norm for us to expect a machine to answer. And while this has both benefits and costs, here’s an outcome I never expected. This is from NotAlwaysRight.com, one of the best websites for funny customer service [...]

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Customer Service Quote for July 27, 2009

July 27, 2009

Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. -Kevin Stirtz Author of: More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back

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Put the Mouse Down! An Easy Way to Improve Customer Service

July 10, 2009

Here is your Daily Dose of Amazing Service: Don’t multitask while helping your customer. And here are some additional thoughts on this topic… Some people are good at multitasking. Some can listen while they are doing other things. But just because you CAN do something doesn’t mean you SHOULD. We all can listen better when [...]

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Customer Service Quote for July 10, 2009

July 10, 2009

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” -Jeff Bezos Jeff Bezos: The Founder of Amazon.com

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Create a Daily Reminder of Amazing Customer Service

July 9, 2009

Here is your Daily Dose of Amazing Service: Create a daily reminder of amazing customer service. And here are some additional thoughts on this topic… Delivering amazing customer service is not complicated. It’s something we all know how to do. The real challenge is doing it every time with every customer. Things get in the [...]

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Customer Service Quote for July 9, 2009

July 9, 2009

“Watch your thoughts, for they become words, Choose your words, for they become actions. Understand your actions, for they become habits. Study your habits, for they will become your character. Develop your character, for it becomes your destiny.” -Oliver Wendell Holmes Oliver Wendell Holmes Jr.

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Focus on Solutions for Your Customer, Not Dead Ends

July 8, 2009

Here is your Daily Dose of Amazing Service: Focus on solutions for your customer, not dead ends And here are some additional thoughts on this topic… When you fail to help a customer, you’re giving them a dead end. When all you do is quote policy or simply tell them “we’re all out” of whatever [...]

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Customer Service Quote for July 8, 2009

July 8, 2009

“This may seem simple, but you need to give customers what they want, not what you think they want. And, if you do this, people will keep coming back.” -John Ilhan

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After a Complaint, Promise to Do Better

July 7, 2009

Here is your Daily Dose of Amazing Service: After a complaint, promise to do better. And here are some additional thoughts on this topic… A while ago I saw an interview of Dell’s Chief Information Officer. He was talking about some of the customer service problems Dell had been experiencing. While he answered many of [...]

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Customer Service Quote for July 7, 2009

July 7, 2009

“The secret to successful customer service starts with YES!” -Jeffrey Gitomer Author of: Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know

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Know your company’s customer service standards or create your own

July 6, 2009

Here is your Daily Dose of Amazing Service: Know your company’s customer service standards or create your own. And here are some additional thoughts on this topic… If you have customers you should have customer service standards. No exceptions. Standards help everyone communicate and understand. They tell customers what to expect when they do business [...]

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Customer Service Quote for July 6, 2009

July 6, 2009

“Repeat business or behavior can be bribed. Loyalty has to be earned.” -Janet Robinson

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Ask your customers to grade you

July 3, 2009

Here is your Daily Dose of Amazing Service: Ask your customers to grade you. And here are some additional thoughts on this topic… The best way to have more loyal customers is to give them what they want (in a way that is sustainable for your business, of course). To do this you have to [...]

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