Articles tagged: "greed"

Make sure your service HELPS your customers

by Kevin Stirtz


Library customer service

The last time I got an email from my library it was about an overdue book. The email arrived a couple days AFTER the book was overdue. It also explained how I owed a fine for not returning the book by its due date.

Every month, about 3 days BEFORE my payment is due, my credit card company sends me a reminder of my due date.

Posted in All, ExperienceComments (0)

Credit Card Customers Finally Get Heard

by Kevin Stirtz


credit-cards-small

From Freep.com comes this bit of news: “Credit card crackdown hits in 2010″ but the subtitle tells the real story:

Federal regulators approve new rules to help consumers”.

From the article:

“The new rules come after years and years of complaints from angry consumers who had been dinged and zinged by higher rates, late fees and everything imaginable. The Federal Reserve received more than 60,000 comments.”

I can’t speak for anyone else but I know what it’s like to get “dinged” by a credit card company because I

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For more loyal customers, talk to them.

by Kevin Stirtz


speaking the same language

Travel pro Chris Elliot informs us that Virgin Airlines has rescinded their fuel surcharges. Bravo! Good move on their part. With oil prices down people expect companies to do this. If they don’t they look greedy.

Posted in All, EngagementComments (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popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet.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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