The State of Customer Service Report 2009

I have published our 2009 report called: “The State of Customer Service.”

This report is from a survey I ran on this website last year. It compiles all the responses and summarizes the data as well as offering some perspective about it.

You can download the report here:

http://amazingserviceguy.com/resources/2009-State-of-Customer-Service.pdf

You’ll need a PDF reader to view it.

What’s different about this report is that it’s not just ratings and rankings. It also includes comments from people about what makes good or bad customer service. So, you can use the information in this report to actually improve the quality of service you offer your customers.

Please feel free to share this report and print as many copies as you like. All I ask is that you show me as the author and do not make changes to it. If your reference it on your website or in an article or book, I’d appreciate a link to this website.

Thanks for reading!

Kevin Stirtz
The Amazing Service Guy
952-212-4681

Service Recovery

5 Steps to Avoid “Doing a Toyota.”

By Jeanne Bliss on May 28, 2010

When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

Read full story

Technology

Peachtree knows that customer service is cool

By Barry Moltz on May 20, 2010

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

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Feedback

Focus on customer service in 2010 (finally?)

By Becky Carroll on April 7, 2010

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well.

Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

1. Brands are using a focus on customers as a competitive differentiator in their advertisements.

Read full story

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