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Mar31
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It's almost the end of my working day for me and I'm skimming through customer service stories.... I come upon Dave's blog who certainly likes to "Play Well With Others". His humorous story had me bellying over with laughter - certainly a great way to end the day! You'll have to just read the whole thing at his post, Now THAT'S Customer Service
I do have to point out (and I'm sure Dave learned this) that it's better to have a meeting with your crew to discuss an issue like that! However, I do like what Dave says in his email to his team:
"As I've said before, customer service is the backbone of our success. As a new and highly-contested business, we must shine at every moment. No exceptions. If we cannot earn the basic respect and trust of our clients from the moment they contact us, we'll never get the opportunity to show them how well we work and add value to their daily lives."
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Mar31
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I'm going to bring up this topic again because I just can't stress enough how important it is to greet your customer.... If someone enters your home, don't you usually say something to them? Of course! You ask how they...
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In my days of working in customer service there were days when it wasn't all peaches and creams. Yes, there were days when I wanted to scream and pull my hair out. It was those days that I had to...
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I always say that a little competition is good for the soul, but you don't want to become obsessed with what the competition is doing that you forget what is most important: your own customer.
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My boyfriend is a price shopper. I shop on service. We've been having issues with our current phone provider, MCI, which has left us frusterated, to say the least. (Ok, I'll stay away from the negative first thing in the...
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Mar30
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Best Buy's Brad Anderson has his sights on transforming the way the company does business. He's taking Best Buy from a "pushing sales" business to a "catering to customers" business. A "high risk innovation" thought by most executives, I'm sure,...
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Being an online entrepreneur at heart, I often read Steve Browne's blog, LoneWolfTracks. Today, one his posts caught my attention: Do You Know How To Listen To Your Customers? where he offers some great tips on how to improve your...
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As I've posted here before, I've learned quite a bit from working at Nordstrom - more than I realize. One thing in particular that I noticed is that Nordstrom doesn't do much advertising. Sure, once in awhile you'll see an...
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Ok, so I live in the world of La-La Land, but wouldn't it be grand if cell phone companies had to sign an agreement that if they didn't fulfill their end of the bargain (i.e. they didn't "raise the bar")...
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Companies are pouring out tons of dollars to improve their customer service initiatives. All this money is spent, yet they still don't see any increase in sales. Why is this? Companies are still failing to provide that "wow" experience. That...
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Mar29
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Catherine Franz posts a great question on her blog, "Out of the Blog, Into the Light": " The question this morning for you is, how much do you care about your customers. Not just intellectually. But what are you doing...
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I came across someone's blog today and this is all it said in the post: " I need to find a non-customer service job. I dislike people." Ah, I remember those days. It was my last days at Nordstrom when...
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If you're looking for a great resource on customer service, I recommend visiting Customer Service Zone. This is the website of Robert Bacal, who has been providing customer service information for over 15 years and conducts customer service seminars. Bacal...
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I spoke with a friend who travels around the world and I asked her what country has the best customer service. She told me Japan has the best service because you are always greeted enthusiastically and people are just more...
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When I lived downtown, I always shopped at the mom and pop stores for food. I liked shopping there because the people were always happy to see me and didn't mind blabbing about random stuff. If I was short on...
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Mar28
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A call center solutions company, Five9, provides the results of their Call Center Customer Care Benchmarking Study: 76 percent of respondents said that 24x7 support is either important, or extremely important to their purchasing decisions. 96 percent of respondents said...
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A grand opening at a Wegmans supermarket has been compared to a rock concert. One just opened in Mount Laurel, N.J this past Sunday and there were 800 people waiting at the grand opening! Wegmans food markets has been rated one...
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"Complaining is good for you as long as you're not complaining to the person you're complaining about." --Lynn Johnston, cartoonist I've been hearing stories about employees who start personal blogs and then complain about their job or somone they work...
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I received an excellent customer service story via email today....This one comes from Diane Ensey of Digitalgybe.com : My husband and father-in-law own 80+ rentals and have patronized a locally owned franchise hardware store (Ace Hardware) for at least 25...
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Mar27
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I just read a post by Annieelf on customer service and I'm reminded of my pet peeve, people who were in a rush - particularly people who went shopping on their lunch break. Why do people do this and why...
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Imagine chaos in Cingular world if some 11,000 customer service employees were to go on strike. But give thanks because it didn't happen. According to news reports, there's been a tentative agreement between the Communications Workers of America Local 3204...
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Imagine staying at a hotel where every transaction can be done with your room keys. You can gamble at the casino, purchase souvenirs at the gift shop, and hey, you can even buy a coke in the vending machine down...
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It's one thing to deal with crazy customers, but crazy co-workers is sometimes worse. My friend who works for United Airlines recalled an incident with a fellow flight attendant who had a reputation for being a bit on the "loony"...
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I'm in the middle of watching "The Apprentice" and I'm learning just how tough it is to work in a team at times. There are different personalities, different opinions, and different ideas on how a project should go. Mr. Trump says,...
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Mar26
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So, it's been awhile since I've come across any good customer service stories...But this one just came in today - hot off the blogosphere - and the author lives in the same city as me :) Gotta give her the...
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Are you wondering why your website isn't bringing in any sales? Here are some statistics I found via a "Inter Web Entrepreneur". Some interesting things to think about if you have an online business: 1. 75% of all e-shopping carts...
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It's been awhile since I've watched Andy Rooney on 60 minutes, but I came across "Andy's Take on Outsourcing" at CBSNews.com, and thought it was pretty funny. My favorite part: " Too much of our work is being what they...
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What I learned during my management days at Wet Seal was that the biggest complaint that most employees make is that they are not appreciated or recognized for the work that they do. This is also one of the top...
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I just came across a great article called "Enhance Your Customer Experience" that gives us some pointers on how to create a great experience for your customers. · Positive thinking is a habit · Positive thinking is a choice· A...
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Mar25
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This is dedicated to the rude, the disrespectful, and the perverse customers out there. I suggest you read Meloukhia's post, "How To Behave Like An Adult Without Even Trying" and find out what it really means to be a good...
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I've never been to England, so I can't speak from experience on this subject, but Doryn over at Doryn's Dish tells us that there is a difference between America and England customer service: "...America has amazing customer service, don't ever...
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I thought I'd peruse the Know More Media network to check out what my fellow writers are talking about on the topic of customer service. Here is what I found: Gary Bourgeault over at ManagersRealm has many great posts and...
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It's funny how things start to "pop up" when you talk about it. You know how when you talk about or think about a person and the next day they call you? Yesterday I talked about Customer Service Academy and...
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When I was training to be a real estate agent, my trainer told the class that if you don't really care for the client, pretend to care for them. That statement didn't sit with me too well. I don't like...
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Mar24
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Having a good CRM product implemented into your business just isn't enough to better your customer service program or increase company sales. The author of CRM Blog says, "It (CRM) is just the use of superior, properly formulated technology to...
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I'm watching The Sopranos right now. Tony has lost his wallet and briefcase while on a business trip. He tries to recheck into the hotel he just checked out of, but the person at the front desk won't let him...
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I love being recognized when I walk into a store. And I love it even more when they know what I like. When I worked at Wet Seal I always remembered who the regulars were and I would always point...
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One of the many business lessons I learned while working at Nordstrom was following up with the customers I helped. Either through a phone call or a thank you note, we would make sure the shoes worked out for them....
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I really do think that all universities and colleges should have a business class devoted especially to customer service. Marketing, business law, and economics are great classes, but it's customer service that can make or break us in business. Enter...
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Mar23
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Imagine being a CEO or an executive of a company. You're at the top of the game looking down and don't have a clue what your customers are thinking about your company. This is what happened to Curt Allen, CEO...
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During college I declared Business Administration as a minor (Psychology was my major). Of course, as part of the Business Administration program at Chico State University, we're required to take a marketing class. In that marketing class I wrote a...
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Don't you love getting bargains? I think I get my biggest thrills in life when I can get a bargain for something. As a business person I also love to give people bargains, but as an artist, sometimes it can...
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In the book, A Million Little Pieces, the author, James Frey, tells a story about his life that was later found out to be only partly true. The reader, his customer, was essentially led to think that this book was...
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In a recent issue of Business Week, Editor-in-Chief of the magazine, Stephen J. Adler sat down with Time Warner Chairman and CEO, Richard D. Parsons. When asked why the market is not happy with Time Warner at the moment, Parsons...
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Mar22
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I read an article called "Great Customer Service Is a Right, Not a Privilege" via someone's blog which had me thinking - IS customer service a RIGHT? I would say so, except that if you are a not-so-good customer, you...
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I just read an interesting article that said researchers at a German University conducted a study that shows people such as call center personnel, flight attendants, basically anyone working in service, are at risk of falling ill and harming their...
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Yesterday CRM Magazine announced that they will be holding a conference for sales, marketing, and customer service professionals at the San Jose Marriott in San Jose, CA from September 17-19, 2006. Attendees will learn everything from best practices in CRM,...
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It's important to know what you're customers are thinking. What better way to do this than to conduct surveys or questionnaires either on the website or at the place of business. Granted many people ignore these questionnaires (I often do),...
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I'm going to touch upon this subject again because it just dawned on me how much bigger the Internet is becoming and I'm becoming more irritated with the idea that companies still refuse to answer their email. There are millions...
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Mar21
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I just came across a news article from Ireland Online that had me laughing and shaking my head in utter disbelief. You know when your customer service is really bad when you don't even answer the Director of Consumer Affairs. ...
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It's most likely that we can't find a company that provides exceptional customer service 100% of the time. If you beg to differ, please let me know. Up until today, I thought In-N-Out had exceptional service (my food was really...
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I think it's important for customer service reps or sales people to realize that no matter what a person buys - whether it be a $2 item or $500 item, they should be treated the same. The person who bought...
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" The test of any company is how they respond to a complaint. Anyone can choose an off the shelf letter number to be sent in response. It takes commitment to customer service to engage with a customer and actually...
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There's a new wave of technology hitting the customer service sector. From blogs, to forums, chat, instant messaging, and email, keeping in touch and helping our customers is much easier than it was ten years ago. There are so many...
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Mar20
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Ah, a man after my own heart: Guy Kawasaki. In a recent post he offers his advice on how to be a good customer. In bullet points, this is what he has to say: 1. Understand the dynamic (i.e. be...
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The other day at the The Runway Scoop I touched upon the idea of judging people by the way they dress or look. This is a very touchy subject in the area of customer service. It's a known fact that most...
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It's been awhile since I visited Diary of a Customer Service Revolutionary, but today I discovered that the author of the blog, "CS", made a post about me that had me blushing :) CS works for a major company, "CompX",...
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You know when service is getting bad when fast food workers start to attack customers. A Burger King drive-thru worker, Michael Perez, allegedly burst into a rage and attacked two customers in their car. The camera surveillance caught him climbing...
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If you have a website and would like to integrate a way for your customers to leave feedback and reviews, you may consider Bazaarvoice. This is a great way for online businesses to interact with their clients. Bazaarvoice provides the...
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Mar19
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Entrepreneur Magazine dedicated a story to BOWA Builders, Inc. and recognized their commitment to customer service. BOWA, a construction company based in McLean, Virginia, produces more than $30 million of construction annually. I visited BOWA's website to find out more...
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Daniel Snyder, Washington Redskins owner, recently took over Six Flags, Inc. and has hired Solutions and Specialized Innovations Ltd. to develop a customer service training program to improve the customer experience at all 30 amusement parks. "Our brand must represent...
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Solving problems is the essence of customer service. When you create a product or provide a service, you are essentially solving some type of problem. And anyone can do this, but the bigger issue is, how well can you solve...
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Before working at Nordstrom, every job I was hired for in customer service did not provide any real "customer service" training. I was hired because I had prior experience in customer service, so I was usually just "thrown out to...
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Are you a small giant? Many entrepreneurs dream of making it big, hoping that one day the whole world will know who they are. However, if that's the only objective you have, you may not get very far. Same goes...
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Mar18
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I received my Bachelor's Degree in Psychology six years ago. However, in my last semester I decided that psychology may not be where my heart is. It began to sink in that helping people with their mental issues was a...
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BOTTOMLINE:"The differences that small businesses have over larger enterprises include the ability to connect to people to purpose, more effective communication, timely decision-making, more in-depth customer intimacy, and the ability to attract talented team members." This was posted over at...
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I just read a news report that had me shaking my head and wondering what the world is coming to.... Japan has built a seeing, hearing, and smelling robot that can carry human beings. They want to use these robots...
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If you're a company that provides technological products or services, I'm sure you're aware that technology doesn't always work. There are sometimes glitches, systems shut down, etc. And then there are times when the product you designed just doesn't perform...
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I sense a customer service revolution coming on soon! It's just this feeling that I've been having - a "gut" feeling. People are sick and tired of being sick and tired of getting the runaround, the "automated" phone service, and...
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Mar17
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I was in Michael's today, the arts and crafts store, shopping for beading materials when I came upon another customer asking a customer service rep if she knew where a particular item was. What not to say: "Well, you're in...
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Whenever I was interviewed for a position in customer service I was always asked, "What do you like about customer service/sales?" And my answer was always, "Because every day was different." I don't like routine jobs where I'm doing the...
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Hal Halladay made a post at the Know More Media main page that had me putting my chin in my hand and created churning thoughts running through my head... First, I have to say that since joining the Know More...
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Avon, the largest direct seller of consumer products, announced that they plan to lay off about 600 customer service reps nationwide and outsource those jobs overseas. These customer service reps being laid off worked with the field sales reps who...
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I just came back from watching "V for Vendetta", a highly thought provoking film and one that had me thinking about heroes. We all seek heroes in our lives, whether it be the "knight in shining armor" or that someone who...
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Mar16
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I think the most ultimate annoying thing when I worked in customer service was people talking on the phone while I was helping them. It became even more annoying at the cash register when there were people waiting in line...
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It was released today that Comcast will pay $1 million dollars to settle a case in which the company allegedly had misleading advertising and poor customer service. Many customers complained to Tom Reilly, Attorney General for the state of Massachusetts,...
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When I worked in Nordstrom's kids shoe department, the Half-Yearly Sales were pretty chaotic. It was easy to get caught up in the craziness of shoes, stinky feet, and customer orders. It was a common thing to have a pile...
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I said in a previous post that I worked at Travelodge's call center which is based right outside San Diego. Was it an easy job? I would say it was easy in terms of physical labor - all I had...
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I saw an Enterprise Rent-A-Car commercial today and I'm reminded of the great service they've always given to me. First off, they'll pick you up from home or work. No other car rental company offers this type of service -...
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Mar15
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I guess it's the week for good customer service stories. I stumbled upon Bizwerk, the blog of Flickr co-founder, Caterina Fake. Finding her website disspelled my curiousity about Flickr, since I've heard so much about it but have never visited...
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Just came across an announcement on Central Ohio News website. The Marion Area Convention and Visitors Bureau is "dependent on the employers and employees of the area hotels, restaurants, gift shops, gas stations and other frontline service-oriented businesses to make...
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I'm watching The Ellen Show right now and a pregnant Jennifer Garner is a guest. Ellen tells Jennifer that she looks really uncomfortable sitting in the chair. So, they bring out a more comfrotable, reclining chair and a tray of...
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Ever since my request for good customer service stories, I've been coming across quite a few of them! Well, my Good Customer Service Story Award may have to be given more than once a week now :) Perhaps I could...
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As a manager we want all our employees to provide excellent service, right? Therefore, providing excellent service begins from the top down. It starts with you, the manager, because you are the one they see everyday. Managers must value their...
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Mar14
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Dealing with customer complaints is unavoidable, especially if you work in customer service. When training employees regarding customer service standards for your company, it's also important to train them on how to handle customer complaints effectively. The absolutely worst thing...
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My dream car is an Audi A8. I've been dreaming about it for about six years now and yes, one day I will own that car! However, I do often wonder how Audi's customer service is, because ultimately I will...
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I just came across Michael Creasy's blog where he tells us his experience with American Express's online services. I'm absolutely shocked when he calls to get help with a foreign currency order placed online and the lady in India who...
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I don't have any experience with Comcast, but I came across a story that had me thinking, "Huh?"
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Hubby took me out the other night to none other than Black Angus, my favorite restaurant. We walked in and the place was jam packed full of people - a typical thing for a Friday night. I had preconceptions that...
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Mar12
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You're probably wondering what the title of this post has to do with customer service, but you'll see in just a minute. I'm sitting here working with "Desperate Housewives" on as "background noise". I don't know all the characters' names...
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I just came across an article by Larry Galler of Northwest Indiana Times that gives us some advice on customer service hiring. Larry calls this his "Grump Elimination Test": Is the candidate positive or negative about their life, their previous work...
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Ahh...I often wonder how life was back in the day when customer service included establishing a relationship with each and every customer. You talked, told stories, asked how the family was doing, exchanged cooking recipes, etc. I'm sure you can...
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Best part about the story is that he got some free food - and for those of you who know me well, free food is at the top of my "Favorite Things In life" list.
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I'm a big Starbucks fan and I love that there's a Starbucks inside the Vons Supermarket where I shop. Yesterday was a very chilly day in San Diego, so I thought I'd grab a hot chocolate and drink it while...
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Mar11
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Eastland Shoe Corp has announced that they will be using eGain Communications' software for their email management and website applications. Eastland hopes to create a more interactive website for customers in the near future. "Customer service excellence is a key...
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Are you a customer evangelist? Is there a product or service that you are so excited about that you tell everyone you come in contact with? I try not to complain too much, but I have to say that it's...
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C'mon people, I'm still searching for those good customer service stories to feature on this blog! (Hint, if you want me to find your post, you need to put "customer service" in the title of your post.) Otherwise, you can...
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Do you have a bad apple that works for you? You know the one - always complaining, always negative, always late for work... You get the picture. And if you do, have you talked to this person about their attitude...
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I'm in the market for a new car, but this time I want a hybrid car. With gas prices rising and rising...and rising...and rising...it only makes good economical sense to buy a hybrid. My current car is a Yukon (yes,...
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Mar10
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This is dedicated to those impatient customers.... As some of you know, I love to eat... Since I've started writing for this blog, I've noticed that I've had quite a few posts on my eating experiences (In-N-Out, Red Lobster, and...
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So I ditched writing this afternoon and hopped in the truck to go the Del Mar Fairgrounds where the Gemfaire is being held this weekend. I've been anticipating this day for about a month now and neither rain nor heavy...
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With recent lawsuits like the Netflix throttling case, it's made me weary about dealing with companies that use the word "unlimited" in their advertising. Being the cautious person that I am, I usually do read "the fine print" when I'm...
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Mar 9
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After submitting my last post, I came across an article recently published in the San Diego Union Tribune. This article, written by Pat Poole of McMillan Realty, gives us some insight on what differentiates a good real estate company from...
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I've been real estate agent for the past couple years - mainly as a buyer's agent. I never realized just how crazy purchasing a home in California can be. Sometimes as an agent you get so consumed with the mountain...
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I worked in a bead store for a very short time, but in that short time I learned quite a bit about how to make people feel like VIP customers.... The manager's philosophy of customer service included creating a zen-like atmosphere and making...
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There's a Walmart about fifteen minutes away from where I live, and although some of their products are cheaper than Target - which is only a skip away - I don't really care to make the drive. For one thing,...
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This In Today: Orlando International Airport receives the award for "Airport with Best Customer Service Airport-wide" by the Airport Revenue News. Orlando International was nominated by readers of the periodical and chosen by a panel of experts. "This reaffirms our...
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Mar 8
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One of my favorite airlines to fly is Southwest Airlines, not only because they have great fares, but there aren't seat assignments - it's basically first come, first serve. Plus, the nuts are yummy! (I'm so easily pleased, you know). ...
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Working in customer service can sometimes leave us feeling out of energy and very unmotivated. I love to read quotes and good motivational books - they're the food that fuels my spirit. Here are some great quotes I've come across lately. ...
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This is a public apology to my jewelry clients who have been requesting men's jewelry. You would think that a person so passionate about customer service would take her own advice, but as we all know that advice is so...
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I just started reading Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force, by Ben McConnell and Jackie Huba. So far it has really inspired me in my own writings on customer service. The first part of the...
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It was another trip to Target (three times in the last four days!) - this time on the hunt for printer ink. I got sidetracked as usual in that store and ended up in the prepaid cell phone aisle where...
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Mar 7
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This entry really doesn't have anything to do with customer service, but it does have something to do with what is really at the core of good business relationships...and that is: trust. Ok, maybe it does have some relation to...
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China will hold it's annual CRM Forum and Award Presentation Dinner of Best CRM Practice this March 30 & 31 at the Shanghai International Convention Center. Also, for the first time ever, a CRM Evaluation Certificate Program will be offered...
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I'm normally not a touchy-feely person, but as a salesperson I learned that touching my customers, whether it be a friendly hand on the back or a slight touch on the hand, created some kind of bond between me and...
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Leo of the Customer Service Reader introduced me to Squidoo.com yesterday. So I created my own customer service lens and now I'm hooked on Squidoo... Thanks, Leo! The Customer Service Reader at Squidoo is ranked one of the Top 100...
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I love listening to music, but it's been awhile since I actually stepped foot into a music store. With so much technology out there these days, you can get music from just about anywhere except an actual record store. Well,...
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Mar 6
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Although I love basketball, I'm not a fan of any particular team. I just love watching the game! However, one team that is on my basketball radar is the Dallas Mavericks. Mark Cuban, the Mavericks coach, has a blog called...
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One of my biggest peeves as a salesperson was the customer who was "in a rush". I'm the type of person who shops leisurely and doesn't go to mall on my lunch break. I like to take my time when...
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Have you ever had a conflict with a coworker? Did you notice how this affected the level of service you provided the customer? When there is unresolved conflict between coworkers, it can lead to stress and in turn the the...
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I grew up in a small town near Fresno, California, so seeing Fresno in the news caught my attention this morning. Particularly because the city is now offering a "one call center" where residents can just place one call to make...
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I know that some of us just need a job and will take anything just to make some money, but there are some things you should ask yourself before applying for or accepting a position in customer service: Do I...
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Mar 5
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Communication is verbal, but it also includes non-verbal cues. When communicating with customers, of course you always need to be pleasant. However, sometimes it can be challenging - especially when the customer is "being difficult". That's when you have to...
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I'm sure there has been a time when you asked an associate in a store where a particular item was and all they do is point you in the direction of where it is. Recently I was in a store...
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If you really want to know how to interact with customers and offer exceptional customer service, I highly recommend reading Jake McKee's posting at his Community Guy blog where he offers his customer service advice. Here's Jake's how-to list, "The...
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I was a Nordstrom kid's shoes salesperson for a couple years - which was one of the most challenging positions of my retail career. Not only did I have to sell shoes to the parents, I had to sell to...
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I was a Verizon Wireless customer for a couple years and didn't have any issues with them - except for the actual service. Sometimes there were some long hold times trying to get through to customer service, but I expect...
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Mar 4
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"ICSA is dedicated to promoting the development and awareness of the customer service profession through networking, education and research." Connect with other professionals in customer service through the International Customer Service Association (ICSA). Currently there are fifteen chapters of the...
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Excuse me if I rant a little, but I was in Target today to get cold medicine for my boyfriend and was overwhelmed by all the choices I had. I don't like taking medicine - (don't like going to the...
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Yeah! Another run-in of great customer service :) The author of Motorcyclebloggers.com suggests buying from Newenough.com for your motorcycle gear: "I have to say Newenough.com has really stepped up to the plate for service and a kick ass return policy"...
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It seems that Bush's OK on outsourcing has stirred up some interesting commentary... Yesterday, Russell Shaw of The Huffington Post offered his opinion: "It is the exporting of American customer service and technology development jobs to places like this that has...
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I've subscribed to the Internet Marketing Center's newsletter for several years now. Corey Rudl, who recently passed, was one of my biggest inspirations and actually helped me start my own business through all his informative and knowledgeable newsletters. What I...
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Mar 3
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I love to read about creative people in action. I love businesses that take risks. And I love the leaders who will try new things to get customers... I came across Jeneane Sessum's blog where she blogs about business people...
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Dealing with cell phone companies' customer service is like gambling in Vegas. Sometimes you get great service and sometimes you get not so great service. What it boils down to is who you talk to and how they're feeling that...
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I'm a big fan of basketball.... I used to play on the varsity team in high school. I've learned many lessons about life from basketball and playing sports in general. One of the biggest lessons I've learned is that winning...
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Rob Merrill, at GoodRecruits.com, reminds us that in order for your company to thrive as a business, you must hire those who have a love for your product or service. Do they have the passion that you have for your...
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President Bush visited India this week and spoke about global trade and India's economy: "The United States will not give into the protectionists and lose these opportunities," Bush said in a speech at Purana Qila, a historic fort here. "For...
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Mar 2
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Today, Business Wire reported that to increase customer service ratings, companies should concentrate on courtesy and product knowledge when dealing with customers. This came from a recent survey conducted by the Mystery Shopping Providers Association (MSPA). 3,500 mystery shoppers participated...
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An article by David Batstone at the Worthwhile Magazine website talks about a system that Lolma Olson, a consultant, developed to help a hospital in Minneapolis improve their patient care. This system, called "First Touch", teaches the health care provider...
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Something has been bugging me lately and it has to do with my dislike of the U.S. banking and credit card industries as a whole. I have a savings account that pays me on average of 2% interest. Then there's...
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Wouldn't it be great to have the CEO of your compnay come for a visit and help customers for a day? For me, that would really show the commitment to customer service more than anything that could ever be said. ...
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An article in the spring edition of Harvard Business Review caught my attention today - "Customers As Innovators: A New Way to Create Value". It looks like some companies are providing customers the resources and toolkits to develop new products. ...
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Mar 1
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I just came across another great customer service quote by Gandhi via Customer Relations: The New Competitive Edge: “A ‘Customer’ is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He...
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What if there was someone out there who really, truly cared about you and wanted to see you achieve bliss in life? Someone who held your hand and showed you how to do things Someone who was ever so patient...
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NewsWire Today just announced that Rosanne D’Ausilio, Ph.D, has released a new book titled How to Kick Your Customer Service Up A Notch. This book offers 60 tips on how to improve your customer service. Rosanne, an industrial psychologist, consultant,...
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Last week I posted that many companies are trying to outsource their customer service and other miscellaneous jobs. They do it to save money - but are they really saving money? I would think that training people alone would cost...
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I'm fed up with these greedy companies that charge to speak to customer service! When I had an account with Wells Fargo I remember that they only gave you three free customer service calls per month and then charged 25...
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