Category Archives for Customer Service Blog
Customer Service Training Video: Every Customer Has a Story
In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders, speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity
More...Steve Jobs’ Greatest Legacy: The Customer Experience
I am a recent Apple convert. I made the painful though glorious switch to Mac in May and moved from Android to iPhone at about the same time. I own an iPad, simultaneously the coolest piece of technology
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National Customer Service Week 2011: What’s Your Plan?
This week, October 3-9, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a thriving free enterprise
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Customer Service Stories: Stop Subcontractors From Killing Your Customers
One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging
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How Your Pride Is Losing You Customers
In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members
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What Is Excellent Customer Service?
Customer service is one of those topics where it is easy to speak in broad generalities. Sayings such as the customer is always right and service begins with a smile easily convey basic, unqualified principles
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The Definition of Customer Loyalty
I have been trying to find a good definition of customer loyalty in this wide world of the Internet, and I have come to the conclusion that 1) no one has figured out how to define customer loyalty or 2)
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Customer Service Stories: Getting to the Root of Customer Service
Guest Poster: Kaarina Dillabough It is my pleasure to introduce Kaarina Dillabough, former Olympic coach and current make-your-life-and-business-better coach, as our first guest poster. Kaarina
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Customer Service Stories: Introducing The New Series
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
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Does Your Business Need a Customer Referral Program?
Customer referral programs are nothing new. As consumers, we have been inundated with offers for referral perks by everyone from our dentists to our auto mechanics. The reason is simple: customer referral
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