My home state of Louisiana has suffered a tremendous blow from the flooding of August 2016. While this has not been reported on as much as we would like, it is now finally a generally known fact across the country. So it was a nice touch recently when a vendor called me and instead of immediately […]
Are You Planning to Get Engaged?
Whether you are single or married, you may need to get engaged this year! According to a Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS. When Gallup examined engagement by job position, they found customer service employee level of […]
Do You See What I See?
Some time ago, I wrote a post generating a lot of interest titled “Have You Called Your Office Lately?” The post centered on the fact that we must experience what our customer does when calling our business in order to determine if any changes are needed. Another critical activity is walking around our own business […]
The 2016 Customer Election
While watching the never ending media commentary on the 2016 election, it occurred to me that the political arena is not the only place where a new reality has emerged. The fight for customers in this year’s consumer election is also now totally in the hands of the disgruntled or delighted individual. Just as it […]
Good Answer! Responding to Customer Compliments
If your front line customer service staff is doing everything right, then they will likely receive customer compliments. Woo HOO! What a customer service representative says in response to a compliment may be as important as what they did to receive the compliment. Just this week I was visiting a local restaurant for a quick […]
I’m Not Your Sweetie, Honey, or Darling!
I recently had a call with a representative in the billing department of a vendor who provides technology services to my business. Before I go any further, think of the expected tone of a customer service interaction in regards to technology. I expect a professional communication. While the representative was very polite and helpful, she […]
Why Good Customer Service Isn’t Enough
You might think that your business has “pretty good” customer service. Congratulations! That’s a whole lot better than having “pretty bad” customer service. But don’t rest on your laurels just yet. Think about the organizations that YOU chose to do business with. Are you more likely to select a service provider that is “pretty good” […]
Bending the Rules in Customer Service
We hope you enjoy this guest post by Customer Service Guru Dan Goss Before starting to write about customer service, I spent two years as a high-ranking barista in a popular chain cafe in the UK, and for most of that time I was at the forefront of our store’s customer service efforts. I am […]
The Weakest Link of Customer Service
Some of us remember the lady in the long black trench coat who hosted the short lived but interesting television program called ‘The Weakest Link.’ A recent service experience made me think of the title of this show.
A Tale of Two Airlines
Traveling can sometimes be a bit of a nightmare. Can I hear a rousing ‘AMEN’ to that?! As in every service situation, the experience can be made better or worse by the customer service personnel you encounter.
