AmazingServiceGuy.com

How to handle customer complaints

Kevin Stirtz — Mon, 22 Feb 2010 18:50:46 +0000

I don’t know many people who enjoy customer complaints. But more of us should because they offer us wonderful opportunities to improve how we do our jobs and keep more customers coming back.

Today’s podcast is all about how to handle customer complaints and turn them into more loyal customers. We talk about 5 steps anyone can use when dealing with complaints. And we review several quick tips to impress our customers.

Enjoy the show!

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This is like a mini-seminar on Amazing Customer Service!

Kevin Stirtz — Tue, 02 Feb 2010 17:22:10 +0000

Last week Dennis Snow and I sat down to talk about customer service.

Dennis is a highly regarded customer service expert, having cut his teeth with the Disney Corporation. Dennis also has a popular customer service blog and he has written several well-received books on customer service.

So I was thrilled when he asked me to join him on his customer service podcast. And he was kind enough to let me repost the interview here, on AmazingServiceGuy.com.

Here are some things we talked about:

How to encourage your organization to make customer service a priority
Some common mistakes organizations make in how they deliver customer service
How to prevent automatic customers from becoming invisible customers
Should you use cash incentives for customer service improvement?
The most important thing any manager or team leader can do to improve customer service

Hope you enjoy the podcast. Please share any comments or feedback you have. And, stop by Dennis’ website too for more excellent customer service articles.

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Talk Radio: Employees Create Customer Loyalty

Kevin Stirtz — Wed, 29 Jul 2009 02:49:34 +0000

We all know customer loyalty is a good thing. Loyal customers can cause many good things to happen, like more referrals, more repeat business and ultimately, a healthier business. And a critical piece of the customer loyalty customer is employees. In fact, your employees create your loyal customers.

So in my last talk radio session at KLBB (with Mark Kozlak and Ann Hermes) we talked about this topic. We discussed why this is so and shared examples of how it works and how to do it well.

And, please let me know if you have any comments or feedback. (Use the COMMENTS form below).

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Amazing Service Guy on the Radio (Again)

Kevin Stirtz — Wed, 08 Jul 2009 15:30:43 +0000

Several weeks ago I joined Mark Kozlak and his co-host Ann Hermes on their weekly radio talk show. We talked (and joked) about the state of customer service and how to improve it.

The audio file for that show is now available so you can listen online here:

And wait – there’s more!

This Saturday, July 11, Mark and Ann have asked me to return for more fun. This week we’ll talk about the importance of treating your employees well if you want them to deliver amazing service to your customers.

You can listen live on 1220 AM in the Twin Cities from 9:00 am to 9:30.

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Amazing Service Podcast #8 June 25, 2009 (“Dogs are people too” edition)

Kevin Stirtz — Thu, 25 Jun 2009 23:22:51 +0000

Welcome to the June 25 edition of the Amazing Service podcast, the world’s only customer service podcast that originates in Burnsville, Minnesota.

Today we discuss dogs, customer experience and a former restaurant guy who’s crazy about customer service.

Enjoy the show!

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Amazing Service Podcast #7 – March 20, 2009

Kevin Stirtz — Fri, 20 Mar 2009 15:48:07 +0000

Welcome to the March 20 edition of the Amazing Service podcast, the world’s only customer service podcast that originates in Burnsville, Minnesota.

Today we talk about Toxic Revenue, what it is, why it’s dangerous for your business and how you can avoid it. We also discuss Amazing Service Rules #25 (Put Yourself in Their Shoes) and #34 (See you customer only as someone who needs your help).

Enjoy the show!

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Amazing Service Podcast #6 March 13, 2009 (the “Good Luck” edition)

Kevin Stirtz — Fri, 13 Mar 2009 21:45:30 +0000

Welcome to the “Good Luck” edition of the Amazing Service Podcast. In this segment we talk about Amazing Service Rules #1 (You’re here to serve your customers) and #6 (Give your customer your complete attention).

We start the podcast with a news items about my new book and a mention of the free resource page now available at this website.

Enjoy the podcast.

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Amazing Service Podcast #5 October 22, 2008 (the “Just say no” edition)

Kevin Stirtz — Wed, 22 Oct 2008 23:33:09 +0000

Welcome to the 5th edition of the Amazing Service Podcast. In this segment we talk about two fun and helpful Amazing Service Rules: #15 “Don’t interrupt your customers” and #40, “It’s okay to say no”.

We start the podcast talking briefly about how to get better results by getting everyone in your company involved in finding solutions and addressing opportunities.

Enjoy the show!

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Amazing Service Podcast #4 September 25, 2008 (the “It’s okay to vent” edition)

Kevin Stirtz — Thu, 25 Sep 2008 17:44:49 +0000

Welcome to the 4th edition of the Amazing Service Podcast. In this segment we talk about two very useful Amazing Service Rules: #20 “Be grateful for your customers” and #31, “Respect your customer’s opinion”.

We start the podcast talking briefly about how to make the most out of those things we love to hate: customer complaints.

Enjoy the show!

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Amazing Service Podcast #3 September 18, 2008 (the “Fashion 411″ edition)

Kevin Stirtz — Thu, 18 Sep 2008 17:56:29 +0000

Welcome to the 3rd edition of the Amazing Service Podcast. In this segment we talk about two very useful Amazing Service Rules: #47 “don’t multi-task” and #44, “do something extra”.

We start the podcast talking briefly about my interview last week with Barbra Horowitz, host of “Fashion 411″ radio show.

Enjoy the show!

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Amazing Service Guy Interview

Kevin Stirtz — Mon, 08 Sep 2008 04:03:37 +0000

In August I was interviewed by Kim Friddle for WeMentorSuccess.com. It was part of a series of audio programs to be broadcast in multiple US markets to a small business audience.

The interview is 21 minutes and focuses on how company owners (or managers) can increase customer loyalty by improving customer service. We discuss the strategic part of the Amazing Service System and the 6 step system any company (or team or division) can use to build a culture of service that can lead to increased loyalty and retention as well as improved employee morale and profits.

The interview was done by phone so the audio quality is not great. But it contains some good content especially if you’re interested in creating a more service-focused culture in your organization.

Enjoy!

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Amazing Service Podcast #2 September 5, 2008

Kevin Stirtz — Fri, 05 Sep 2008 17:32:46 +0000

Welcome to the Amazing Service Podcast for Friday, September 5, 2008. This is our second podcast on a beautiful late summer day in the Twin Cities.

Today we talk about service as a means to success, Amazing Customer Service Rule #30, “Thank your customers” and Amazing Customer Service Rule #16, “Discover what your customers want.”

Also, I have used different intro music for this podcast. Please let me know what you think.

Enjoy the show!

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Amazing Service Podcast #1 August 24, 2008

Kevin Stirtz — Sun, 24 Aug 2008 21:53:38 +0000

Here is the first installment for the Amazing Service Podcast. Eventually this will be a weekly program. But for now look for a new podcast about twice a month.

In part one of this program we talk about the importance of being flexible as we serve our customers and help them get what we want. Part two helps us remember the most important part of our jobs: helping our customers get what they want.

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