angry

Don’t always tell your customers the truth

January 20, 2010

In the business of customer service training and improvement, we talk about being honest and open with our customers. This is important. It builds trust and improves communications with our customers.

But sometimes people take honesty too far. Sometimes it does more harm than good. Recently, Paul Simon (one of my readers) shared some glaring examples of this…

Read the full article →

Make it Personal But Don’t Take it Personally

May 27, 2009

Here is your Daily Dose of Amazing Service: Make it personal but don’t take it personally. And here are some additional thoughts on this topic… One of my favorite lines in one of my favorite movies (You’ve Got Mail) is when Meg Ryan’s character says: Whatever else anything is, it ought to begin by being [...]

Read the full article →

How to Handle Customer Complaints: Tip 4

May 18, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, ask them how you can make things right. Then do more. And here are some additional thoughts on this topic… Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that [...]

Read the full article →

Radio Shack Employee Charged with Hitting Customer

May 1, 2009

You know you’ve wanted to. We all have. “You want customer service, I’ll give you customer service”.  Pow! Let’s face it, unless you have the moral fiber of Mother Teresa or Mahatma Gandhi, you’ve had a moment where you’ve wanted to pop a customer. I know I have. But we don’t actually do it. Well, most [...]

Read the full article →

Here are Three Steps to Handling Stressful Situations

April 6, 2009

Yesterday morning I opened the door to our lower deck and let the dog out and I was shocked. Rather than seeing the signs of early spring in our back yard, I saw white stuff everywhere. Everything outside was covered with new fallen snow. And it was still coming down. It looked beautiful. But it [...]

Read the full article →