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Customer Service
What is Happening to Loyalty?
In difficult economic times price becomes a significant variable. However, customers know value and understand the implications of good customer service versus poor customer service.
“How was everything?” Not a Great Customer Service Question!
“How was everything?” Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
Customer Service Must Be Judged on a Relative Basis
So many firms are starting to understand just how important it is that they know how their customers evaluate the customer service that they provide. It seems like every day we all get multiple inquires about the quality of service which they rendered.
Proactive vs. Reactive Customer Service
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Don’t Set Customer Expectations You Can’t Meet
Interactivity is one of the benefits of the web, and most people assume their questions will be answered in a timely fashion—usually not more than 24 to 48 hours.
5 Steps to Customer Service Glory
Sadly, the personal touch customers want—and deserve—is often lost in the daily grind of doing business, especially in larger companies. Too often the leaders do not model the very behaviors they expect from their teams.
5 Customer Service Tips to Prepare for the Holiday Rush
Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”
How to Calculate the Value of Customer Relations
Customer relations are inarguably one of the most important performance drivers of your business. Unfortunately, many companies often push customer service to the sidelines because they have a hard time understanding the value of providing good customer service and the lasting impact it can have.
What Makes a Sticky Customer?
There has been some interesting research completed recently which needs to be reported. One of the key findings was that the most important factor in getting customers to return to your site or company or business was identified as “decision simplicity.”
80 Percent of Customer Service: Just Being Nice
Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”
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