Articles tagged: "customer service"

How can you help your customers?

by Mark Henson


I recently popped into my local Staples to buy some new printer cartridges for my very hungry color printer. I needed two of every color under the rainbow, so I took my son with me because I was pretty sure it was going to cost me my firstborn to buy that much ink all at once.

Posted in All, ExperienceComments (0)

Here’s a tool for creating outstanding customer experiences

by Dennis Snow


Most organizations say they put the customer at the center of everything they do. Experiencing the service they provide, however, quickly proves otherwise. Their processes and policies demonstrate that the focus is on their convenience, not the customer’s. We’ve all been frustrated, for example, by phone trees that say; “For sales, press 1; for reservations, press 2; for customer service, press 3.” For real customer service we shouldn’t have to press anything, we should get to talk with someone! They’ve made things more efficient for themselves, but they’re irritating customers in the process.

Posted in All, ExperienceComments (0)

Customer service basics are timeless

by Lisa Ford


Today’s new buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer. The customer holds all the cards and the customer rules. Seems pretty basic.

Posted in All, Customer PerspectiveComments (0)

We Want Your Opinion…As Long As Its Good

by Mark Henson


The white-coated pharmacist handed me my drugs at my local drug store this morning. As she did, her eyes grew big and her voice rose like a teenage girl on opening night of the latest Twilight movie.

“Oooh, you’ve been selected to take our feedback survey for a chance to win $1000,” she said. I’ve never seen a pharmacist so excited. Apparently the thrill of winning a lottery trumps counting pills on the excite-o-meter. Who knew?

Posted in All, FeedbackComments (0)

How to make customer service a priority

by Kevin Stirtz


In most organizations there is at least one person who believes in the importance of delivering Amazing customer service. But for it to work, it takes a whole team. So a customer service champion needs to get others on the team to make it a priority.

There are a couple ways to do this. The two I like best are fundamental, not overly complicated. I call the first one: “Show me the money!”

Posted in All, Featured, TipsComments (0)

Stop Saying “It’s Our Policy”

by Laurie Brown


Unbelievable. In this dire economy companies are still telling customers “Sorry, I can’t do that, it’s our policy.” Can you really afford to push your customers away because of some stupid misguided policy? Really?

Last Saturday I went to a local dim sum restaurant to celebrate my friend Mary’s birthday. There were 10 of us dining and we ordered A LOT of food. One of the guests asked for low sodium soy sauce. He was told “Sorry, that is only for people who are eating sushi.” We were stunned.

Posted in All, Customer PerspectiveComments (1)

Be passionate about customer feedback

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Be passionate about customer feedback

And here are some additional thoughts on this topic…

Recently I was chatting online with a guy who does web design and software development. I was evaluating one of his products. At one point I asked him if he wanted feedback and if so how he preferred to get it.

His response: “I want all feedback!”

Posted in All, FeedbackComments (4)

Customer Service IS a Profit Center

by Kevin Stirtz


Since I’ve been beating the customer service drum lately I should point you to a useful post about how good service is tied to healthy profits. Read the post here.

The post is from a blog called: “Word of Mouth vs. Advertising”. It talks about how public companies that have earned high marks for their customer service have also returned a better price on the shares of their stock.

In other words, there is a correlation between good service and a valuable business.

Posted in All, LoyaltyComments (0)

Customer Service Quote for December 2, 2009

by Kevin Stirtz


“Not the maker of plans and promises, but rather the one who offers faithful service in small matters. This is the person who is most likely to achieve what is good and lasting.”

-Johann Wolfgang von Goethe

Posted in All, TipsComments (0)

Be in the present

by Kevin Stirtz


Checkers

Over the recent holiday weekend I played a a few games of checkers with my youngest nephews, the twins.  At six years old they understand the game pretty well, including the idea of winning.

But, whenever one of them got too far ahead of their opponent, the game took an unusual turn.

A discussion ensued about changing things. Rules were bent. Accommodations were made. The losing player was allowed to add some checkers. Or the player who was winning would make a move that undercut his advantage.

The game changed. It

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Customer Service Quote for November 6, 2009

by Kevin Stirtz


“Championship customer service isn’t a matter of what you think it is. It matters what the customer says it is.”

-Ray Pelletier

Posted in All, TipsComments (0)

When do you dim your lights?

by Kevin Stirtz


car-headlights

You’re driving down a dark road at night. There are no street lights so you have your bright lights (high beams) on. Without them you wouldn’t be able to see clearly enough to drive safely.

Another car approaches you from the opposite direction. They get closer and closer. Soon it’s as if they’re right in front of you. Then in an instant they pass by you and they are gone.

Posted in All, TipsComments (0)

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Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

Technology

Customer service and Twitter

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen.

Feedback

How to get amazing online reviews from your customers

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with.

To thrive in this new world of connected customers you need to do more than ever to make sure your customers get the experience they want. If you do this well you can leverage the power of online feedback and reviews to grow your business. If you fail at this, the online chatter about your business can tarnish your reputation both online and off.

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