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Customer Service
Customer Service Apology is Stronger with a Personal Touch
The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer’s office to personally apologize, but you can write a personal thank you note.
The Customer’s Taste Buds Are Always Right
When I tasted the Greenwich Pizza “Garden Delight” in the Philippines, my taste buds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar.
Laziness and Apathy are Customer Service Killers
Most people in front-line customer service jobs want to work hard, be helpful, and take care of the customer. No matter what the reason behind bad incidents the really bad thing is that they can create a negative impression for the business. The customer experience is lost.
Recognizing and Responding to Institutional Customer Complaints
An institutional complaint happens when a customer complains about the way you do business. Usually the complaint is issued to a front line employee who has no control over the concern identified.
Is Your Customer Service Too Well Done?
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented?
Why Employees Need Guidelines, Not Just Rules
Rules are an essential part of any business. Rules are necessary to ensure we make intentional decisions. Rules are written to make sure people are treated equally and consistently. But it’s impossible to make rules to govern every possible scenario that may occur.
Are National Retailers Outpacing Locals on Customer Service?
The folks at at Software Advice—a free resource for customer service technology reviews—just concluded a six-month project called “The Great Retail Experience Race: Local vs. National.” The research was designed to compare the customer experience of five small retailers and five comparable national chain stores.
5 Ways to Show Your Customers That You Value Their Business
Customers like to feel appreciated. Chances are you have one—or probably several—competitors that can do exactly what you do. One of the keys to brand loyalty is to let your customers know you care.
A Competitive Advantage: Be Nice
If you’ve been reading my customer service articles or watching my weekly videos on YouTube, then you know my definition of being amazing is about consistently being better than average. And above average means exactly that. You don’t have to be over-the-top amazing.
Amazing Customer Service Gives a Competitive Edge
Amazing customer service is just a little better than average. That in itself isn’t amazing. What makes it amazing is when it is a little better than average—all of the time. It’s the consistency that makes the difference.
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