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The following is a post from Tricia Keels, Social Media Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the …
A friend sent me this checklist she found while cleaning her mother’s room. We could not find the company that produced it, but it appears to have been created in 1969. The list includes 10 timeless customer service tips on how to treat people. The list is elegantly simple and is as true today as …
In the days that followed Maya Angelou’s recent passing, people from across the world took time to remember the woman and her body of work. One of Maya Angelou’s most popular quotes that made the rounds online delivers a message that should be emblazoned on the front of every customer experience training binder: I’ve learned that …
This post was originally posted in August 2012. Since that time I have seen the idea customer experience improvement consistently increase in popularity. That is a good thing, and hopefully, our discussions here at CTS have had some small impact. In that context, however, I thought it would be a good time to revisit this …
During the launch of Customers That Stick in March of 2012, we created a user-generated blog post to answer the question: What is Great Customer Service? The concept behind the post was for me to get out of the way and let CTS’ readers answer the question. We received numerous thoughtful insights from a variety …
You Tell Us: How Do You Define Great Customer Service? Read More »
I am pleased to introduce Donna Gurnic, our Market Development Coordinator here at CTS Service Solutions. After hearing about Donna’s Office Depot story, I encouraged her to share it in her own voice for our Customer Service Stories series. Last week I had the most unique experience I have ever had as a customer. I …
Office Depot Customer Service: Competition Is Right Next Door 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 »
Obviously, we focus almost exclusively on the topics of customer service and the customer experience here at Customers That Stick. We believe that a great customer experience and superior follow up are some of the key differentiators between a healthy organization poised for long term success and an unhealthy enterprise bleeding out its potential future. …
We wanted to try something a little different with this installment of the “What-Is” series and create a blog post completely written by our community. If you read blogs with any regularity, you know that often the real action happens in the comments, not in the post itself. In this post, there is no doubt: …
Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service Stories series. The idea behind Customer Service Stories is to discuss the principles of superior customer service through the lens of …
Customer Service Stories: Introducing The New Series Read More »
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