August 2009

An apology can deliver better customer service

August 20, 2009

Here is your Daily Dose of Amazing Service: Apologize if the customer feels you or your company let them down. And here are some additional thoughts on this topic… An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility [...]

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Customer Service Quote for August 20, 2009

August 20, 2009

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

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Enjoy your work and you’ll deliver better customer service

August 19, 2009

Here is your Daily Dose of Amazing Service: You are serving a customer, not a life sentence. Learn how to enjoy your work. -Laurie McIntosh And here are some additional thoughts on this topic… Do you ever wonder why some people have the jobs they do? If behavior reveals attitude (and I think it does) [...]

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Here’s why Google dominates in customer service rankings

August 19, 2009

When we think of good or bad customer service we don’t always consider search engines. Maybe that’s because they are free services.  And we rarely have direct contact with an employee as we use a search engine. So we see them in a different context than, say, a coffee shop or an auto dealer. But [...]

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How to make the most of Customer Service Week 2009

August 19, 2009

Very soon (46  days to be exact) we will begin Customer Service Week. This is an opportune time for you to show your customers and employees how important customer service is to you and your organization. And to make the most of it, you should get started now. My first suggestion is to go to [...]

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Customer Service Quote for August 19, 2009

August 19, 2009

Make your product easier to buy than your competition, or you will find your customers buying from them, not you. -Mark Cuban

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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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Customer Service Quote for August 18, 2009

August 18, 2009

Always do more than is required of you. -George S. Patton Target: Patton: The Plot to Assassinate General George S. Patton

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To improve customer service: Understand your purpose

August 17, 2009

Here is your Daily Dose of Amazing Service: Understand your purpose And here are some additional thoughts on this topic… A few years ago I wrote an article about the Charlotte Airport.  I couldn’t help myself because it’s a wonderful place to spend time between flights.  They have done some amazing things to offer their [...]

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Is there such a thing as too much customer service?

August 17, 2009

In my world customer service is a high priority. It’s easy to argue that it’s never been more important. Especially in this difficult economy, more and more businesses are finding if they improve customer service they can increase customer retention. But it’s possible to go too far. A recent article at ManagementToday.com points to a [...]

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Customer Service Quote for August 17, 2009

August 17, 2009

Listening is about trust and respect and involvement and information sharing more than it is about ears. -Beverly Briggs

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Focus on what you control. Don’t worry about the rest.

August 14, 2009

Here is your Daily Dose of Amazing Service: Focus on what you control. Don’t worry about the rest. And here are some additional thoughts on this topic… Every day we are faced with customer service situations we do not control. The key is to know what we can do and how it might affect the [...]

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Customer Service Quote for August 14, 2009

August 14, 2009

“Service is the rent we pay for being. It is the very purpose of life, and not something you do in your spare time.” -Marian Wright Edelman

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More Amazing Service Talk Radio

August 13, 2009

This Saturday I’ll be on the radio again with my favorite hosts Mark Kozlak and Ann Hermes. The show will air on Saturday August 15 from 9:00 to 9:30 am. If you’re in the St. Paul area you can listen on KLBB 1220 AM. Otherwise you can listen live online at their website: KLBBRadio.com. (Click [...]

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Don’t try to be perfect

August 13, 2009

Here is your Daily Dose of Amazing Service: Don’t try to be perfect And here are some additional thoughts on this topic… I’m always amazed at how many of us fall into the perfection trap. We can’t start something until we think we have the whole thing planned out. Or we don’t finish things until [...]

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Customer Service Quote for August 13, 2009

August 13, 2009

“Make it easy for your customers to talk to you.” -Kevin Stirtz Author of: More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back

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