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Apr30
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Here's an interesting customer service tip from the Business Processing Outsourcing Blog:
"Your voice can have a positive or negative effect on your interaction with a customer. Speak at a rate that is comfortable for your customer. A good rule of thumb is to speak at a rate of 160 to 180 words per minute."
I thought it interesting in that I never would have thought to measure my rate of speech in terms of words per minute. Many of us are familiar with measuring our typing speed, but rate of speech?
Which brings me to a technique that helps you check your rate of speech... http://www.wmich.edu/grad/gatraining/TAcheck.htm
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Apr30
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We're each given twenty-four hours each day. No more, no less. And the majority of people work about eight hours a day. For those who work in customer service, you are given eight hours each day to offer phenomenal service. ...
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Mitch Mitchell... (How could you forget that name?) Mitch tells us a tale of an online shopping experience that made him feel special :) And of course, that's what we all want to feel - like a special customer. Mitch...
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It was a busy day at Walmart and the lines to check out were ten plus people deep. However, a couple of the self-service lines were very short. "Hey, let's go over to self-service," I tell Hubby. I'm the self-service...
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Here's a little tidbit for you....Consumer Specialist by the name of Angie Lau went "undercover" to expose bad customer service. She reported an experience in a restaurant where she requested a half order of an entree, but the waitress refused...
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Apr29
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This of course is referring to those customers that are just not worth the effort. Yes, sometimes we just have to do it, and thank Goodness it's a very rare occasion. And it's usually the customer who should actually be in a straight-jacket anyways
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Paul Allen of MyFamily.com posted "Remembering to Be a Lovecat", and has reaffirmed his committment to helping other entrepreneurs succeed in their businesses. It certainly is a great reminder to rethink our goals and motivations and why we start a...
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This is a follow-up to my post "Follow-Up With Your Customers". Do you understand what it means to follow up with a customer? Well, if my brief post last month didn't clear it up for you, then I recommend reading...
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Many companies talk left and right about how to gain customer loyalty but often forget that it was their own loyal employees that created loyal customers in the first place.
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Yesterday I received a piece of miscellaneous mail. I say "miscellaneous" because I know that people have put effort in these advertising materials and I don't want to undermine their profession. Anyhow, on the front of the brochure was a...
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Apr28
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Verizon has plans to cut 7,000 jobs in the next three years in an effort to save $8 billion dollars - of which 1,661 jobs in four U.S. call centers will be cut by June 30. Wow, that's a pretty...
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Last month I talked about my dream car, the Audi A8, and announced that I was looking for feedback on Audi's service. Well, looks like I'm not alone in my search. Steve Castledine is also on the hunt for Audi customer...
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When you work in customer service, you definitely have to maintain a certain level of energy and remain positive at all times. This can especially be challenging when some of your coworkers are constantly complaining and have negative attitudes. Believe...
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If you would like to read an illustrated and very detailed rant about customer service in the Arab world, may I point you in the direction of Khalidah's blog >>>> click here to read! I came across Khalidah's blog via...
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I must come clean when it comes to tipping at the coffee shop. Sometimes I'll give a dollar in change versus putting a paper dollar in there so that the barista can hear that I'm giving them a tip.
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Apr27
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Oftentimes it is frusterating when you ask a coworker for help and they're not very giving. What do you do when this is the case? Excellent service to our customers is certainly a must, but we often forget that our...
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With the debut of Southwest's new blog has come a barrage of opinions and criticism of the blog itself. I have yet to form a solid opinion of it except that I do like the graphics and the layout...mmm...nuts... I...
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The Consumerist tells the story of "Widgett Walls" who's been a customer for seven years. Long-story-short, Widgett gets turned down by T-Mobile for a $50 special on a phone because a rep says the special is "expired". So, Widgett leaves...
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Something I hope that all of us strive to do each and every day...because in essence, that is what the whole concept of customer service is.
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According to "Platypus Jack" there is a prevailing myth when it comes to customer service: "It’s ALWAYS the Customer’s Fault" Who would ever say such a thing? But, oh, yes, there are many of us that work in customer service...
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Apr26
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Robert Spector, a best-selling author and speaker, recently gave a presentation to private sector representatives and government and labour officials of Barbados. His speech centered around "Excellence in Service: The Nordstrom Way" and the principles that managers of Nordstrom follow...
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I'm a HUGE bookworm. Look up the word "bookworm" in the dictionary and you'll see a picture of me next to the word :) Reading and blogging certainly do go hand in hand :) I came across "Codicer Noviate's" blog...
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Remember when I emailed Carl's Jr to ask them: What is your customer service policy? I received this email back from them: Dear Ms. Palma: Thank you for taking the time to share your comments with us. We have forwarded...
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Meikah Delid of Customer Relations: The New Competitive Edge, is my guest blogger today. Meikah also provides a wealth of information about customer service. I truly enjoy collaborating with others who are passionate about educating others and have learned quite a...
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I love quotes - something about words of wisdom that truly inspire me, especially when given from people that I admire. I want to start off the day with a few service quotes taken from Wisdom Quotes: Only a life...
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Apr25
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Nick Rice of Strategic Design tells us how he keeps his customers loyal to him: "...If I'm not face-to-face or on the phone, I feel like I'm letting my customers down and I'm afraid that a nuance will be missed....
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In the book, The Mind of the Customer by Richard Hodge & Lou Schachter, there is a passage that talks about the idea that it is the manager's responsiblity to develop a customer-centric system and processes. The authors highlight steps...
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Entrepreneur Magazine recently interviewed a few top sellers on Ebay to find out some of the keys to their success. One of the top sellers is David Wirtenberg, owner of Outrageous Auctions (eBay user ID: outrageousauctions). David sells engagement rings,...
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Why not meet and talk about a mutual resolution to the problem instead of making threats? Doesn't that make more sense?
If your employer threatened to fine you $100 for every week that you provided bad service, how would that make you feel?
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El Pollo Loco, a fast food restaurant chain that specializes in flame-grilled chicken, has recently launched a program that gives customers the opportunity to voice their opinions. It's called "Tell Us About Us", which implements the Assured Resolution(TM) 1-800 Customer...
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Apr24
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Hosting Hoopla published an article by Johnder Perez titled How to Provide Exceptional Service, which is dedicated to all of you online businesses out there. Here's what John recommends: Live Support - an easy way for customers to seek assistance...
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The other day I was in a local coffee shop and as I was walking out the door, noticed a newsletter titled Synergetic Energy: Health, Fitness & Dance In San Diego. I picked it up thinking I would find something...
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Well, I always try to learn something new everyday. Today, I learned the phrase "Give 'Em the Pickle!" which was coined by Bob Farrell, former owner of the Farrell's chain of ice cream parlors (love their service, by the way!). ...
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Imagine visiting a foreign country, hopping into the hotel cab, and the driver greeting you with a "Happy Birthday!" Wouldn't that be suprising, to say the least? Well, this happened to Mr. Lam on his recent visit to Myanmar. "...
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Ahh...the power of the blog. People should pay more attention to how they treat their customers because the power belongs in the hands of these customers - especially the ones with a computer and have a blog! For instance, I...
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Apr21
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I consider myself a pretty positive person, but once in awhile the old cynical Maria slips through... like when I read this at the CRM Blog: "...for this kind of service [ self-help, chat, remote diagnosis, and email management ] to be...
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How about you - do you have average service? Or are you just trying to get by with mediocre customer service?
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I've worked for managers that didn't like it when we had fun at work. When we laughed and carried on, it didn't seem like we were doing anything productive. Bah - humbug! If you're this type of manager, I suggest...
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Avon uses this system for its sales representatives. When I was a rep I used the option a few times and I found it to be very convenient.
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I just now realized that I had started off one of the posts I wrote yesterday with that same Bob Dylan line...
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Apr20
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Miles Baker at MarketingWithMiles.com stresses the importance of following up with your customers.
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If you don't mind, I'm going to take a little break from writing about customer service to tell you that... One of my greatest joys in life is being a part of the Know More Media network of bloggers. (I've...
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Earlier I talked about love and passion for your job... Well, I just came across a passage in Brian Tracy's Getting Rich Your Own Way that complements what I said about love. You could call this a continuation of his...
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Corporate Research International did a survey of 6,000 people and asked them to rate companies in different service areas on a scale from 1-10 - with 10 being the highest score. Here's the ranking of the top three companies in...
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"You're gonna have to serve somebody" -Bob Dylan When I first started writing for this blog, I talked about the idea that, in essence, we all perform some type of service in the work that we do. Whether you're a...
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Apr19
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The way we communicate to our customers is important in the service industry, but it's just as important for owners/CEO's/Executives to communicate with their teams to find out what's going on with customers. Tim Whelan talks about a restaurant he...
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This is another dedication to those people who dislike their customer service "job"... An excerpt from Brian Tracy's book Getting Rich Your Own Way. This may open your eyes and give you a whole new perspective about your current situation.
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There's a great article that I read via the CRM Mastery E-Journal called Why the Customer Care Revolution has Failed -How Companies Misuse the Telephone when Responding to Customers. The author makes note of eight things that cause the greatest...
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Seth Godin has been most generous in offering Know More Media the opportunity to publish a few excerpts from his new book The Big Moo. One of the excerpts is written by one of The Group of 33 and is...
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When women receive a gift from their boyfriend or husband that's in a small square box, you can see their eyes light up even before they open the gift. It's amazing how such a little thing can make someone that...
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Apr18
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We live in a "What's-In-It-For-Me" type of society where many of our interests are centered around personal benefit versus being outwardly focused, or thinking about the community benefit. It reminds me of toddler days when you're constantly saying, "Mine! Mine!"...
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You want a customer service rant? I'll give you a rant.... " People who have never worked in customer service have absolutely no right to complain about their service unless they see the employee sitting down and doing nothing, or...
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There are many reasons why you should give good customer service - not just to customers, but to fellow employees as well. As I was thinking about my own reasons, I happened upon a chapter of Robert Bacal's Perfect Phrases...
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There is skepticism surrounding the idea of service being a "science", but that's what happened when psychology and computer sciences first came about.
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Most businesses begin with the idea of being able to supply customers with what they need or want. As time goes by, some business owners tend to lose sight of this fundamental principle. Problems come up and the day-to-day activities...
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Apr17
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Today Asbury Park Press has an article called "Building Loyalty". It offers many examples of good customer service, particularly how employees can make a huge difference in the reputation of a company. Good customer service always begins with hiring the...
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This is in reference to Jim Green's post at How-To Products... Entrepreneurs have great ideas, but if those ideas are not backed up by great service, all that work simply goes down the drain. It's like throwing money away. Would...
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Late last Thursday night I had a craving for one of those Carl's Jr. malts, so I went to their website to see what kind of flavors they had. Since I was there, I decided to send them an email just...
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We all know as business people that sometimes there are delays in helping a customer. There may be technical problems or just an internal miscommunication between departments. These things happen and we try to do the best we can. We...
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I know that there are many unscrupulous Ebay sellers out there and I often wonder how they are able to stay in business for so long. Many of them get by selling knockoff purses - and I know this because...
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Apr14
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As part of the spring cleaning process Hubby and I decided to get a new bed. So, we shopped online and settled on a couple places to check out. At the first place we were greeted by Mark, whom Hubby...
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I read somewhere that if you have an online business that you shouldn't put too many out-links because you want to keep the customers at your site. However, an article I read today at BusinessWeek Online is making me rethink...
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I'm a huge fan of The Apprentice. In fact, I even went to one of their "tryouts" last year. Needless to say, I didn't make the cut. :) Because I'm on a TV fast for the month - meaning that...
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Ben Mutzabaugh of USA Today tells us that The Senate Commerce Committee is talking about passing a bill that requires call centers to disclose their location when they are on the phone with customers: "The bill, S.2553, would make it...
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Is customer service more than a smile and being cordial? Well, those of you that have been a reader of this blog know that of course, it's more than that! For those of you that think customer service is just...
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Apr13
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Hubby and I just had a conversation about customer service... He says, "Walmart has the best customer service, hands down." "Really?" I ask. "Yeah. There's someone at the front to greet you when you walk in and there's always someone...
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My colleague, Bill Belew, here at Know More Media, tells us that Nissan dealers in China ranked #1 in customer service last year. That's because they were trained by Japanese dealership executives in everything from cleanliness to post-sale customer service. ...
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You've decided to start a whole new CRM initiative.... You get the hardware, software, etc., but don't see any improvement. Mark Levit says that there are a few reasons why these systems don't live up to the hype, and it...
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The more I write about customer service, the more I learn that the movement towards a customer-centric society is slowly but surely getting there. RetailDesignDiva.com asks the question, "Customer Service: A Lost Cause?" and I have to answer simply: No. ...
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Well, I think I'll share a good customer service story since I haven't come across any in the past couple days... I know we're all a little leary of shopping online, especially on Ebay.com because of horror stories we've read...
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Apr12
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I know many of us would just love it if we could get a big account for our business - big account meaning a huge corporation, thus the word "elephant" - which is used in Steve Kaplan's book called Bag...
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Thinking about applying for a job with Southwest Airlines? Don't just expect your standard interview - you're in for a job audition, and it starts the moment you first call them. Managers take notes of every conversation and contact you...
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I visited Barnes & Noble today and browsed through Ken Blanchard's book, Customer Mania: It's Never Too Late to Build a Customer-Focused Company. From what I read, it looks like a good book. The book goes into detail on four...
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As usual, Guy Kawasaki comes through for us. This time it's a posting called "The Art of Customer Service". What better topic is there for us to read? You can read the whole thing here, or if you don't have much time, I've put it here in a nutshell for you. (Because I know we're all busy helping our customers, right?)
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In Business 2.0 there's an article about a Japanese temp agency that has invented a robotic rental to take the place of receptionists. The robot will look like Hello Kitty and will be able to recognize 10 faces, ask people...
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Apr11
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I recall paying a visit to a friend's restaurant to catch a bite to eat where most of the workers are quite young - some still in high school, I believe. My friend wasn't there, but some of the workers...
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Do you know the difference between great service and great services? Steve over at StraightUpSearch.com gives us the scoop on what it means to offer "great services" vs offering "great service": "The difference is that great services can be easily...
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Laughter certainly is the best medicine. My shoulders were tense since I've been sitting here at the computer for a couple hours...and I came across this post at Funny Bone Ticklers titled "The Meaning of Service". We each have our...
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So, there's been a bit of chatter in the blogosphere about Technorati these days - especially in regards to customer service. Marianne Richmond talks about her experiences over at blogher.org, particularly about Janice of Technorati:...
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I don't know about you, but I usually rate a company's level of customer service no matter what type of establishment I visit. At Service Untitled, they share with us their method of categorizing service, which I think is how...
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Apr10
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I think it's a good idea to let your customers know the level of service they should expect from you. Granted, I know that customers do expect alot from people in customer service, but some type of service level agreement...
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I revisited Shep Hyken's blog today and checked out his websites: Hyken.com and TheCustomerFocus.com. Shep offers customer service seminars and has many articles on customer service for your reading pleasure! In today's blog post, Shep tells us about an experience...
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Two good customer service stories two days in a row :) That may be a first for this blog...
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Imagine being able to send a text message to all your customers' cell phones letting them know right away about any sales or promotions you might be having. It's called "SMS", or Short Messaging Service - similar to instant messaging...
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I received an email from a reader the other day: "I have trouble with getting staff to see the benefit of them giving good service - other than if they don't then the business goes bust and everyone is out...
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Apr 9
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Many of us are quick to complain about poor customer service or a shopping experience that wasn't up to standard. I'm not one to really defend someone who offers poor customer service, but I ask that just one time try...
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When you receive poor customer service, what is the first thing you usually do? It seems to me that most people who have a blog go first to their computer to post their story in hopes to let everybody else...
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As a customer I'm easily annoyed with pushy salespeople (I'm sure I'm not the only one). Whenever I get an overzealous salesperson, I start to smell a "commission-based" interaction - meaning they don't really care what you buy, as long...
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I happened across Jeffrey Katz's blog, the founding CEO and Chairman of Orbitz.com. He asks this question: "Does customer service matter in the travel arranging business?" He then goes on to talk about how the big online agencies (i.e. Travelocity,...
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Apr 8
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For those of you who subscribe to AOL but are thinking about canceling their service, this post is for you. I went over my experience with them awhile ago, but I just read something at Bellevillenewsdemocrat.com that prompts me to...
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I know we all dread going to the DMV. I don't know about you, but the DMV lines here in California are atrocious! Even if you have an appointment, you still have to wait some time to be helped. According...
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People all over are beginning to wake up to the fact that customer service is not what it used to be. Richard Cobb in West Virginia says that the state of customer service in the state is in "shambles". Little...
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Ebay is a huge portal for buyers and sellers of just about anything you can think of. As the number of sellers grow on Ebay, it's vital to have a customer service strategy put in place before you even start...
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This morning I attended a business presentation put on by Antares Corporation, a company that specializes in vending. I went with hubby because it's something he's wanted to do for quite some time now and I wanted to show my...
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Apr 7
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In terms of customer service, this idea of standing out is needed now more than ever. Not too many companies are wowing us these days, so why not be the first to claim to be The One?
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In retrospect, I'm glad she had me get down and scrub the floor. I wouldn't have learned the value of maintaining a clean store. It speaks volumes when you have a sparkling and organized store for your customers to shop in.
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Apr 6
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Every customer is different. You have some customers that are outgoing and friendly, some that like to be left alone, some that need that personal attention, and so on. In the beginning of my journey into customer service world I...
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If you're looking for some great customer service articles, here are quite a few I've come across: Inc. Magazine's Best Customer Practices - a collection of articles to help improve your customer service. (Found via What About Clients - thanks!)...
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In an article called Making CRM Work, Richard Hill gives us an overview of CRM and tells us how it can help us in our business. Operational efficiency - to be more productive Customer responsiveness - to meet demanding customer's...
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There's this Mexican restaurant, Tio Leo's, down the street from the "crib" that I always pass on the way to the grocery store. Most nights the parking lot of the restaurant is full and all tables are occupied with hungry...
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Forbes recently came out with an article about customer service via email of which I've touched on here before. But we'll visit this topic again as a reminder for those companies that still haven't figured it out yet. According to...
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Apr 5
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Working as an international reservation sales agent at a tour company, you get to hear quite a bit about the services of all the airlines around the globe. One such airline that received many good testimonials was Malaysia Airlines. A...
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The other day I talked about the Ritz Carlton's unique services. In response to my post a reader made a comment: "...Ummm, that's a service product - you buy, not a customer service.." and this was part of my response:...
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I just read this article by Jeffrey Cufaude titled "The Swerve". Many of us do this in life, swerve - we try to dodge obstacles in our way and we try to get by on doing as less as we...
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Gaining loyal customers isn't about having a "loyalty card". To me, these cards don't always work. I can tell you how many cards I have in my wallet - a lot! And sometimes I even forget I have them, thus...
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In our ever changing world today, I have this one piece of advice to offer today: Don't stop moving. When it comes to business, it is never good to become complacent. It is important to constantly think about innovative ways...
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Apr 4
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In establishing a brand, most companies fail because they focus too much on the superficial image they want to portray. It could be the image of class, superiority, or being the "best". (What is being the "best" anyways? The best what?)
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Today I received a package in the mail from Know More Media. You would have thought it was Christmas again. I had no idea what the package contained, but was excited anyways for the sheer joy of getting a package.
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These are statistics offered by Business Week in regards to overseas call centers and the future of email and chat to handle customer service issues: · 62% of U.S. consumers gripe about service if they think the call is being...
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Today I visited my favorite fast food place, In-N-Out, after a little hiatus. I was dissatisfied with my last visit, which was the first incident with them. However, all is forgiven. I understand that the experience just isn't going to...
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Paul Levesque of Entrepreneur.com wrote an article called "Biggest Customer Service Blunders of All Time" and he offers some solutions to them. Here are some excerpts from the article:...
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Apr 3
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This past weekend I watched a travel show on TV in which the Ritz Carlton was featured. I've never had the privilege to stay at the Ritz Carlton, (but intend to someday!) so I learned quite a few things about...
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And the reason people are unhappy is because they haven't found fulfillment and purpose in their jobs. Plus you can add on that they're probably not appreciated by their employers. The employers are not happy because sales are not what they should be
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So this lousy service phenomenon isn't just a plague in the U.S. Looks like Australia has the customer service blues as well, according to Pete Jeans, CEO of SMO Sydney. If you're from Australia and beg to differ, please do leave your...
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"A man without a smiling face must not open up shop" - Chinese Proverb Through the CRM Mastery E-Journal I learned about Tom Peters, the business guru who Fortune compares to Ralph Waldo Emerson, Henry David Thoreau, Walt Whitman, and...
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The internet is certainly changing the way businesses operate nowadays. It's going to be a challenge for any business to compete with those that are customer-service oriented. However, the biggest challenge facing companies is the ability to build a cohesive shopping...
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Apr 2
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No amount of money will give you respect from your employees if you don't value what they have to say. It would be as if you were bribing them for their love...
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Andy Smith has decided to switch dentists. Why you ask? Why else? But that's not what I learned from Andy today. I discovered this thing called EQ - emotional intelligence, that is. I believe EQ is something more important than...
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"When truth has been used to solve life's problems or challenges, those truths are to be shared with future generations." -- Mahtowin If you had told me six months ago that I would be blogging about customer service, I probably...
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Hewlett Packard's chief, Mark Hurd, is one year into his program with the computer giant. As a matter of fact, yesterday was his anniversary with the company, but he's proven that he's no April Fool's joke. He's been described as...
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When I need motivation in my life, I turn to Dr. Wayne Dyer. I've read several of his books and they have definitely helped me in finding my true purpose in life. I just finished Manifest Your Destiny and wanted...
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