September 2009

Get everyone involved in customer service

September 30, 2009

Here is your Daily Dose of Amazing Service: Get everyone involved And here are some additional thoughts on this topic… Jan Carlzon, former CEO of Scandinavian Airlines said: “If you’re not serving the customer, your job is to be serving someone who is.” It’s one of my favorite customer service quotes because it reminds us [...]

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T-Mobile continues to dominate in customer service

September 30, 2009

Hot off the presses today is a brief note from our friends at dslreports.com. They tell us T-Mobile remains the customer service champion of the big wireless carriers.  On the other hand, AT&T didn’t do so well. “Our in-store experience left us with one question out of three unanswered and we were shocked that one [...]

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Customer Retention Tip: Let your employees be real

September 30, 2009

Too many managers think they can plan and script and train employees how to handle every customer situation. It’s even worse with offshore call centers. As a customer you can tell when these people are forced to use scripts. It can be a painful process to participate in.  And it’s a massively ineffective way to [...]

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Customer Service Quote for September 30, 2009

September 30, 2009

Don’t tell people how to do things. Tell them what to do and let them surprise you with their results. -George S. Patton Target: Patton: The Plot to Assassinate General George S. Patton

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United Airlines provides today’s (unfortunate) customer service example

September 29, 2009

Here’s why so many companies have a customer retention problem. Ironically, this customer service example is from a Los Angeles Times article about how airline customer service has improved during the recession. United Airlines lost a customer’s bag that had medication in it. So the customer had to replace the medication for the duration of [...]

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To improve customer service get back to basics

September 29, 2009

Here is your Daily Dose of Amazing Service: Get back to the basics And here are some additional thoughts on this topic… I read a news item recently that quoted well-known venture capitalist, Anthony Lee on the state of customer service in his industry. He compared them to United Airlines, which says plenty. More interesting [...]

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You are your company’s brand

September 28, 2009

Here is your Daily Dose of Amazing Service: You are your company’s brand And here are some additional thoughts on this topic… People do business with companies for a variety of reasons. One reason is the company’s brand or reputation. This is more than a logo or slogan. It’s what people think of a company [...]

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Customer Service Quote for September 28, 2009

September 28, 2009

Nobody can prevent you from choosing to be exceptional. -Mark Sanborn Author of: The Encore Effect: How to Achieve Remarkable Performance in Anything You Do

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Connect to your customers on their terms

September 28, 2009

Smart companies today are connecting better with their customers. Rather than focusing on how to cut costs they are focusing on giving their customers a better experience. When you do this you’ll increase customer loyalty which should lead to higher revenue, more profits and a healthier company. (Cutting costs can never do this.) And you [...]

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Ask open-ended questions

September 25, 2009

Here is your Daily Dose of Amazing Service: Ask open-ended questions And here are some additional thoughts on this topic… A great way to learn what your customers are trying to accomplish is by asking questions that get them talking. These open-ended questions require more than a “yes” or “no” answer so they help you [...]

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Customer Service Quote for September 25, 2009

September 25, 2009

The goal as a company is to have customer service that is not just the best but legendary. -Sam Walton The 10 Rules of Sam Walton: Success Secrets for Remarkable Results

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For better customer service forget scripts and steps

September 24, 2009

Here is your Daily Dose of Amazing Service: Forget scripts and steps And here are some additional thoughts on this topic… General George S. Patton liked to say: “Don’t tell people how to do things. Tell them what to do and let them surprise you with their results.” And he was right. In the world [...]

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Customer Service Quote for September 24, 2009

September 24, 2009

One customer well taken care of could be more valuable than $10,000 worth of advertising. -Jim Rohn Author of: Lessons on Life: How to Live a Successful Life

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For better customer service, remember Burger King

September 23, 2009

Here is your Daily Dose of Amazing Service: Serve your customers their way (not your way) And here are some additional thoughts on this topic… One of the fast food industry’s best known ad campaigns tells us we can (and should) “have it our way”.  Nutritional issues aside, BK got it right with this one. [...]

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Customer Service Quote for September 23, 2009

September 23, 2009

They’ll never get it their way if we always do it our way. -Mike Lane Author of: The Wisdom of Yawdy Rum

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Seven steps to more customer referrals

September 22, 2009

One of the best ways to increase revenue and profits in a tough economy is to get more new customers who are already sold on your product, service or brand. These customers can be hugely profitable because they require very little marketing or sales costs. By the time they reach your door they have already [...]

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For better customer service: Treat everyone well

September 22, 2009

Here is your Daily Dose of Amazing Service: Treat everyone well And here are some additional thoughts on this topic… If you want to improve your customer service, start with the next person you have contact with. Whether they are a customer, a vendor, a salesman or your mother-in-law, treat that person well. Then do [...]

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