Posts Tagged ‘Customer Service’
The 4 Cs of Contact Center Customer Service
Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a size 11 woman’s shoe, it is almost impossible to find golf shoes in local retail outlets. In the FootJoy order process, the size menu defaults to a size 5.5 and you…
Read More2 Simple Customer Experience Principles to Live By
Tommy Smothers of the Smothers Brothers – if you don’t remember them, look them up on YouTube – used to have a short comedy routine about golf with a title something like, “The 37 most important things to remember during your downswing.” While the routine was especially hilarious to anyone who has ever taken a…
Read MoreDo Your Customers Give You Chances When You Screw Up?
Everyone makes mistakes. It’s part of human nature. But what happens when your business or organization makes a boo-boo? Do your customers forgive you completely? Well, according to a new study by Blis, most U.S. customers are unforgiving when you screw up!! One point to note… the study entitled, Consumer Hierarchy of Needs, included consumers, not business customers, but who knows?…
Read MoreOutsourcing to a Call Center: How Will This Profit Your Business?
It doesn’t matter if you own a product-based company or a service-oriented business; what matters is that you established an important objective, namely providing excellent customer satisfaction. Over the years, you implemented different solutions in order to provide prompt, correct and professional answers to numerous questions and clear any doubts confusing your clients. You know…
Read More4 Small Expenses That Remove Stress and Help Your Business Grow
One of my biggest challenges when opening my business was deciding how and when to spend money. At first, we tried to go for the home run. A $5,000 radio ad buy? Yeah, we did that. We sold practically nothing. A $2,500 contract with a no-name marketing company? Yup, tried that too. These days? I do a lot more myself…
Read More7 Groups of Difficult Customers Test Every Business
Have you ever noticed that some of your business owner friends get all the bad customers, and yours all seem fairly reasonable? Or is it the other way around? I’m always amazed that, in my role as a business advisor, bad customers somehow seem to gang up on certain businesses. I long ago learned that…
Read MoreAmazing Brand Experiences Start at the First Touchpoint
I’ll bet you’re familiar with this cliché: You only have one chance to make a good first impression. Yet, so many businesses and organizations fail at this. Take my recent experience at a 4-star (TripAdvisor rating) resort that definitely needs improvement. See if you’d react the same way I did… After a 5 to 6-hour…
Read MoreSilence Kills
I had to call United’s 800-number the other day to change an existing ticket. At each step of modifying my ticket, the customer service rep would have to key in some data and then there would be this long silence. I couldn’t hear him typing or even a single breath. I assumed he was still…
Read More5 Customer Service MUST Dos for 2018
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify…
Read MoreThe Difference Between Mediocre and Great in Customer Service
Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words and body language, things said and things unsaid—you can take advantage of the moment to deliver a better customer experience.…
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