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Here in the United States, we just finished a presidential election, and it got me thinking about government efficiency and effectiveness. This post will not be political (and I hope others will embrace that spirit in this discussion), because it does not matter what your ideological beliefs are — I think we can all agree …
Can Customer Service Help Save Government? A Post-Election View Read More »
I’ve been thinking about response time lately. In my non-virtual businesses, I have specific response times that our team is expected to follow. Whether it be 12 hours or one business day, we have set times in which team members should respond to customer inquiries. Of course, we expect discretion to be used. Some issues …
Yes, this is the first non-customer service topic I have addressed since I launched Customers That Stick back in March of 2012. With superstorm Sandy approaching the Northeast, I thought perhaps I could do some good by relating my family’s experience with a hurricane. If it makes a difference to one person, it will be …
Listen to Authorities About Sandy: My Hurricane Experience Read More »
Many quotes about the importance of customer service can be found online. In fact, a fairly popular quote about the nature of what a customer is has been making the rounds in the customer service world for years. The quote, in it’s more common form, reads like this: “A customer is the most important visitor …
Sales is one of the toughest jobs in business. To survive in the sales game, you need a thick skin and an unwavering persistence. At the same time, to thrive in sales you need a sunny personality, a way with people, and a firm grasp of the dynamics of the sales game. This is why …
5 Lessons Salespeople Can Teach Customer Service Professionals Read More »
One of the least talked about aspects of customer service is resource sufficiency, and yet, all great customer service begins with this one fundamental notion: that you have the resources in place to deliver on your brand promise consistently. It’s easier said than done. It is challenging enough to make sure adequate resources are in …
Great Customer Service Begins With Adequate Resources Read More »
One of the great challenges of creating a Hero-ClassTM customer experience is that often the first step in the customer experience occurs before your customer ever begins transacting business with you. Sometimes, this first step is beyond your control, for instance, word of mouth. What someone tells a new customer about you — whether it …
Tell Marketing: The Customer Experience Begins with Them Read More »
President Truman once famously quipped that he wanted to meet a one-handed economist, because all of his economists advised him by saying on the one hand, on the other. Like economics, disciplines based heavily on human interactions are also context-dependent, lending themselves to an abundance of caveats and conditions. Customer service is one of those …
All Customer Service Is Subject to the Abuse Exception Read More »
I mentioned authors Janelle Barlow and Claus Moller in a post a few weeks back entitled The Nicest Customer Service Complaint of All. Barlow and Moller are the authors of the popular customer service book called A Complaint Is A Gift. In some ways, the title says it all. A Complaint Is a Gift flips …
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