Articles tagged: "quality"

Stop lowering your prices. Raise your customer service

by Laurie Brown


Prakash Sadagopan, Director of Product Strategy at Converges recently spoke at the OSS/BSS Asia Pacific Summit. His report was ground breaking. Through research he found that the customer’s experience was as important as the product being sold, and more important than brand or price.

Posted in All, LoyaltyComments (0)

You’re One of the Best. Are You Acting Like It?

by Mark Henson


If I told you were are one of the best at what you do, would you believe me?

Some of you might. Others would blow me off thinking, “There are a lot of people better than me at what I do.” And you’re probably right. But that doesn’t mean you’re not one of the best.

Posted in All, AttitudeComments (0)

Be the best at what you do

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Be the best at what you do

And here are some additional thoughts on this topic…

Last week a reader shared with me a perfect example of a business that does what they do very well. And they focus only on that. They don’t try to be all things to all customers. The result is, if you want what they offer, you’ll be a loyal customer. If not, you’ll probably never step foot in their business.

Posted in All, TipsComments (0)

For better customer service be consistent

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Be consistent

And here are some additional thoughts on this topic…

I’m a fan of the various sub and sandwich shops that have sprung up in the past few years.  They enable me to eat healthy and conveniently. And though the are all different, they all are good enough to patronize. But the shops that get my loyalty stand out in a big way.

They are consistent.

Posted in All, TipsComments (0)

Customer Service Quote for September 2, 2009

by Kevin Stirtz


Quality is never an accident. It is always the result of an intelligent effort.

-John Ruskin

Posted in All, TipsComments (0)

Customer Service Quote for August 5, 2009

by Kevin Stirtz


Champions keep playing until they get it right.

-Billie Jean King

Posted in All, TipsComments (0)

Improve Your Customer Service Every Day

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Improve Your Customer Service Every Day

And here are some additional thoughts on this topic…

In the world of customer service, you need to get better or you’ll fall behind. The Disney organization is well known as a model of quality customer service. And yet they constantly train and focus on how to improve the service they offer their customers. One reason they do this is because they understand the quality of customer service is relative to what customers expect. As you deliver better service, your customers get accustomed to it. They expect it. So you need to improve or they’ll feel your service level has declined.

Posted in AllComments (0)

Subway Offers Both Extremes of Customer Experience

by Kevin Stirtz


Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the same experience no matter where you are.The Subway in Montgomeryville, PA offers the same basic experience as the one in LaJolla, CA.

There is value in this.  It brings familiarity and comfort to people. It’s nice to know what to expect and then get it, whether you’re at home or 1,000 miles away. And if you get a little more than you want and expect, the odds are you’ll go back and you’ll tell others about it. The consistency will build loyalty. That loyalty can reinforce the quality and consistency. It becomes a virtuous circle.

But what happens when

Posted in All, ExperienceComments (2)

Service Recovery

5 Steps to Avoid “Doing a Toyota.”

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.

Technology

Peachtree knows that customer service is cool

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.

Feedback

Focus on customer service in 2010 (finally?)

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.

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