Customer Service Experience
Your relationship with your customers will make or break your business. Read up on how to improve your customer service, and see how other companies succeed or fail at this vital element of business.
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ArchivesThe Social Media Experience
July 22, 2008, 8:35 AM
Originally from Current TV, then via PGreenblog who linked from CRM 2.0 here's one consumer's take on the Social Media experience. It's not only hilarious, there's some truth to it there too. I know the feeling, I just got invited by a co-worker to participate in yet another social network. With accounts on Facebook, MySpace, LinkedIn, and Plaxo, I'm "friended out." ...
Book Review: More Loyal Customers By Kevin Stirtz
July 21, 2008, 6:10 PM
Fellow Allbusiness.com blogger Kevin Stirtz has authored a new book called More Loyal Customers: 21 Real World Lessons To Keep Your Customers Coming Back. The book is only 81 pages long and while I wouldn't call myself a speed reader, I did finish the book in about 45 minutes. I believe the book has value to three types of people. First, If you're a senior manager who wants to improve your company's customer service, use the 21 lessons as a checklist to compare your practices against Kevin's suggestions.Then close the gaps. Second, every retailer ought to have a copy in ...
WSJ: Why Most Online Customer Communities Fail
July 20, 2008, 4:25 PM
The Business Technology Blog at the Wall Street Journal has a post on the topic of why online communiites fail. The post quotes a study done by Deloitte's Ed Moran which shows that there are three reasons why most online communities fail. But the fundamental reason is: Businesses are focusing on the value an online community can provide to themselves, not the community. If you have an online community, or if you think your organization will have one in the next few years, I strongly recommmend you read not only the post, but the comments underneath. Doing so might save ...
Food For (Customer Service) Thought
July 14, 2008, 3:40 PM
Morsel #1: From a link at Customers Rock! I found this quote at Tell 3000: The longer companies refuse to accept the influence of consumer-to-consumer communication a?nd perpetuate old ways of doing business, the more they will alienate and drive away their customers If the economy is negatively impacting your business, think about the above and ask yourself if it applies to you. A subtle change in this perception might make a not so subtle impact on your sales. For example, do you use Google Alerts to track mentions of your business's name? Do you you use Google Blog Search ...
Mashup These Two Ideas To Make Your Written Communications More Effective
July 12, 2008, 10:45 AM
Here are two ideas that have made my written communications more effective and might help you as well. First, when writing e-mails, letters, articles, and news releases, practice the strategy the military calls “BLUF” or “Bottom Line Up Front.” Put your most important point in the first sentence or at least the first paragraph. Let’s say that your department has, for years, covered the cost for a particular training module for all employees. Now however, you need to communicate to other departments that they will have to pay for their own employees to attend. Here are two examples of the ...
Two Things Happen When Customer Service Exceeds Expectations
July 09, 2008, 4:35 PM
"I was so impressed with the local Cancer Society. The people were so supportive and helpful. I have shared my positive experience with a number of people." These are the words of a cancer patient after receiving services from the American Cancer Society in Lincoln Nebraska. I'd like to make two points about those two sentences. First, by exceeding that patient's expectations we were closer to accomplishing one of our goals which is to provide a "Measurable improvement in the quality of life for patients, survivors, and families." By offering legendary customer service you are better positioned to meet your ...
Watch Us Build Our CRM Strategic Plan, PT 1
July 08, 2008, 7:05 PM
This is the first in a series of occasional posts on my organization, the American Cancer Society’s High Plains Division, efforts to implement a strategic plan for what is called “Customer Relationship Management” in the business sector and which we call, “Constituent Relationship Management.” We don’t sell our services therefore we don’t have customers. Even if you don’t use CRM technology in your organization or if you’re not in the non profit sector, you may find these posts useful. Our organization, like those in the business sector, has clearly defined business goals. We may not offer stock options, but we ...
How Do You Know When The Customer’s Objection Is The True One?
July 03, 2008, 8:05 AM
You’re trying to build a relationship with a prospective customer. You’ve made your pitch, and then attempted to close the sale, but your customer offered an objection. Remembering the old saying that, “Buyers are liars!” how are you going to determine if the customer is stating his true objection?” (Wait, don’t believe that old saying? How many times have YOU walked into a store intending to buy something and when the associate asked you if she could help, you said, “I’m just looking.” I rest my case.) Meanwhile back at the close, you say, “Mrs. Smith, based on what you’ve ...
How To Identify A Sales Objection Without Damaging Your Relationship
July 01, 2008, 8:40 AM
You’re working with a prospective customer and you not only want to make a sale, but you want to build a long-term relationship. You want your conversation to be professional, ethical, and friendly. There are a variety of different sales techniques, but one I learned decades ago has served me very well in many situations. You can use it during a close or trial close. For example, you might say, “Well, Mrs. Smith do you think this product will meet your needs?” She responds. “Well, I don’t think so.” At this point you want to learn what her objection is ...
How to Answer Questions In A Way That Encourages Relationship Building
June 29, 2008, 5:10 PM
If you want to build relationships with customers, you need to be able to engage them in discussions about their needs and your products or services without you being argumentative or feeling defensive. Let’s say you’re talking with a customer and he asks a difficult question such as, “Isn’t it true that your product doesn’t do X, and your competitor’s does?” This is where an inexperienced employee could be tempted to stoop to criticizing the competition or to (ahem) providing an “inaccurate response to the question.” Or, to exclaim something like, “That’s not true!” or “No! You’re wrong about that.” ...
Latest Comments in Customer Service Experience posts
Excellent point about service, Cynthia. Thanks for reading and chiming in.
By: Glenn
on
How Do You Define "Customer-Focused Strategy?"
When we as owners and operators of buisnesses learn that it takes the customer to get us where we are going and it is them same people that brought where we came from with their money and time, we will then learn that without them we have no one to serve. You know that SERVE is a part of the word service. If you don't like your job of serving people maybe you should get out of the buisness. I am a customer when I enter someone else establishment and i like being served, I feel I pay for it ...
By: Cynthia Fortenberry
on
How Do You Define "Customer-Focused Strategy?"
When we as owners and operators of buisnesses learn that it takes the customer to get us where we are going and it is them same people that brought where we came from with their money and time, we will then learn that without them we have no one to serve. You know that SERVE is a part of the word service. If you don't like your job of serving people maybe you should get out of the buisness. I am a customer when I enter someone else establishment and i like being served, I feel I pay for it ...
By: Cynthia Fortenberry
on
How Do You Define "Customer-Focused Strategy?"
Wow! I am so sorry to hear about your experience. I hope that you do contact Lowe's and they take steps to rectify the situation.
Good luck!
Glenn ...
By:
on
How Does Your Inventory Impact Your Customers' Experiences?
Good luck!
Glenn ...
David, that's a great comment. I'd take what I wrote and use it to preface your answer. So the sales associate's response would start off, "I'm so glad you asked..." Then you could follow the advice of the Trusted Advisor." I haven't read the book, but I'd probably stay away from using "Yes," and "No," in my responses.
By:
on
How to Answer Questions In A Way That Encourages Relationship Building
This is a letter I am sending to Lowes VIP's as soon as I can locate their respective addresses... For me I will shop every store but Lowes!
Dear Sir/Madaam:
My letter I believe to be from your average customer who spends a little extra from your store.
Based on my experience with your associates as well as the finance company you have chosen to represent Lowes, I will never make a purchase at your Brands Name if it can be avoided and each and every person I come into contact with will always be advised the same.
I thought he project card was a good idea in lieu of other options and so chose to have a few installations done thru ?Lowes?.
After the initial installation of a few doors and windows I had decided to add 2 interior doors before the project time frame ran out.
After waiting for a few weeks for a call from the installer, we were advised that the doors hadn?t been ordered at all and I had to drive in to the location to once again make the order. After having done this and a few more weeks having went buy we were advised that the doors were not ordered correctly and had to be re-ordered again. At that point I was still allowing the process to continue until I had received a statement showing that the orders had been applied to the project card twice.
So at that point I cancelled the order entirely and still I am not positive that all of the charges were withdrawn. (that was in itself $1334. in purchases your store lost)
Aside from that issue with your Bridgeton, Missouri store I chose to continue shopping at your establishment. I subsequently bought a Whirlpool washer and dryer $3201. Which had to be delivered twice b/c the deliver people damaged both on the first attempt and had dented the front door and scratched wood paneling on the 2nd delivery.
Sometimes I pay with cash sometimes debit or credit card. Weekly and monthly purchases included two 5 Gallon Primo Water dispensers and general necessities. Until now when GE Money Bank/ your lender has proved to engage in deceptive business practices.
The payment on the project card was suppose to be the same the entire time I was advised until I discovered ways GE (your finance company) nickel and dimes for extra fees!
In my case I discovered at the cash register at a Lowes location that I could not make a payment toward my account with my ?money market? visa logo?d check card. (which had at the time a balance of $9,000.) I could only buy things with my money market account card.
Which is all well and fine so I phoned GE and explained this surprise and that I would make a payment immediately via internet which I did and asked if they would waive any late fee that might be imposed and they did in fact waive the late fee. (payment was due on the 20st and posted May 23rd )
The subsequent month I made a payment on June 2nd for $225. (an additional amount above the minimum pmt of $198.) Unfortunate for me however the minimum payment had C H A N G E D to an amount of $233. Which I hadn?t noticed because I was looking at the comments section to verify that the $35. late fee was waived. (For MAY) Next to the comments section in the PROJECT SUMMARY area it has ?Fixed minimum Payment? as $198.
And the June statement had nothing about a late fee for June 20th so that much more interest is added until I receive the JULY statement where it indicated that I didn?t make my minimum payment and was being assessed with a LATE FEE of $35.
So when I phoned and spoke to GE?s representative, and then their manager, I was advised no recourse would be available because the balance was re-caclculated when the $35 dollar late fee was imposed in MAY. Even though it was credited the recalculated new payment was no longer $198. it was a new loan payment of $233. for that billing cycle. It?s not enough that the interest rate is at 17.99% even though the Prime rate is at 5% currently, they want to add any possible extra charge that?s available.
Due to the business practices that lenders like the one you have chosen to represent Lowes, the USA is having more credit issues than at any other time in our history. I cannot allow myself or others in good conscious to further that agenda, so your brand and its subsidiaries will be boycotted by my household and as many other households as I
can possibly educate. I am actually going to cash in a ...
By: Patrick G
on
How Does Your Inventory Impact Your Customers' Experiences?
Dear Sir/Madaam:
My letter I believe to be from your average customer who spends a little extra from your store.
Based on my experience with your associates as well as the finance company you have chosen to represent Lowes, I will never make a purchase at your Brands Name if it can be avoided and each and every person I come into contact with will always be advised the same.
I thought he project card was a good idea in lieu of other options and so chose to have a few installations done thru ?Lowes?.
After the initial installation of a few doors and windows I had decided to add 2 interior doors before the project time frame ran out.
After waiting for a few weeks for a call from the installer, we were advised that the doors hadn?t been ordered at all and I had to drive in to the location to once again make the order. After having done this and a few more weeks having went buy we were advised that the doors were not ordered correctly and had to be re-ordered again. At that point I was still allowing the process to continue until I had received a statement showing that the orders had been applied to the project card twice.
So at that point I cancelled the order entirely and still I am not positive that all of the charges were withdrawn. (that was in itself $1334. in purchases your store lost)
Aside from that issue with your Bridgeton, Missouri store I chose to continue shopping at your establishment. I subsequently bought a Whirlpool washer and dryer $3201. Which had to be delivered twice b/c the deliver people damaged both on the first attempt and had dented the front door and scratched wood paneling on the 2nd delivery.
Sometimes I pay with cash sometimes debit or credit card. Weekly and monthly purchases included two 5 Gallon Primo Water dispensers and general necessities. Until now when GE Money Bank/ your lender has proved to engage in deceptive business practices.
The payment on the project card was suppose to be the same the entire time I was advised until I discovered ways GE (your finance company) nickel and dimes for extra fees!
In my case I discovered at the cash register at a Lowes location that I could not make a payment toward my account with my ?money market? visa logo?d check card. (which had at the time a balance of $9,000.) I could only buy things with my money market account card.
Which is all well and fine so I phoned GE and explained this surprise and that I would make a payment immediately via internet which I did and asked if they would waive any late fee that might be imposed and they did in fact waive the late fee. (payment was due on the 20st and posted May 23rd )
The subsequent month I made a payment on June 2nd for $225. (an additional amount above the minimum pmt of $198.) Unfortunate for me however the minimum payment had C H A N G E D to an amount of $233. Which I hadn?t noticed because I was looking at the comments section to verify that the $35. late fee was waived. (For MAY) Next to the comments section in the PROJECT SUMMARY area it has ?Fixed minimum Payment? as $198.
And the June statement had nothing about a late fee for June 20th so that much more interest is added until I receive the JULY statement where it indicated that I didn?t make my minimum payment and was being assessed with a LATE FEE of $35.
So when I phoned and spoke to GE?s representative, and then their manager, I was advised no recourse would be available because the balance was re-caclculated when the $35 dollar late fee was imposed in MAY. Even though it was credited the recalculated new payment was no longer $198. it was a new loan payment of $233. for that billing cycle. It?s not enough that the interest rate is at 17.99% even though the Prime rate is at 5% currently, they want to add any possible extra charge that?s available.
Due to the business practices that lenders like the one you have chosen to represent Lowes, the USA is having more credit issues than at any other time in our history. I cannot allow myself or others in good conscious to further that agenda, so your brand and its subsidiaries will be boycotted by my household and as many other households as I
can possibly educate. I am actually going to cash in a ...
Interesting. I've just been reading The Trusted Advisor, by Maister, Green and Galford.
Assuming that the short answer to the question, ?Isn?t it true that your product doesn?t do X, and your competitor?s does?? is "Yes, it's true," one possible way to continue might be:
"Given that, is there anything else that you think it would be helpful to discuss?"
Subtext: "I will answer your questions directly and truthfully, even if it means losing a chance at your business." (The Trusted Advisor, p. 20)
If you try and veil the truth with a self-interested answer, the client is likely to pick up on it... and trust evaporates...
Since trust is "both rational and emotional" (p. 23) you gain more than you lose by building trust rather than by putting it at risk with a paltering response.
David Hurley
http://grasp-the-nettle.com ...
By: David Hurley
on
How to Answer Questions In A Way That Encourages Relationship Building
Assuming that the short answer to the question, ?Isn?t it true that your product doesn?t do X, and your competitor?s does?? is "Yes, it's true," one possible way to continue might be:
"Given that, is there anything else that you think it would be helpful to discuss?"
Subtext: "I will answer your questions directly and truthfully, even if it means losing a chance at your business." (The Trusted Advisor, p. 20)
If you try and veil the truth with a self-interested answer, the client is likely to pick up on it... and trust evaporates...
Since trust is "both rational and emotional" (p. 23) you gain more than you lose by building trust rather than by putting it at risk with a paltering response.
David Hurley
http://grasp-the-nettle.com ...
Hi, Glenn, you're always welcome!
The list is excellent! I'm sure we can expand it as we go along.
Keep at it! :) ...
By: Ma. Merdekah "Meikah" Delid
on
A Checklist For Creating A Customer-Focused Culture
The list is excellent! I'm sure we can expand it as we go along.
Keep at it! :) ...
I'll definitely check out the blog. That book really opened my eyes.
By:
on
What Must You Do Before You Can Create A Great Customer Service Experience
The complaint handling aspect is often overlooked in practice and it is nice to see that it has been included here.
For more of Claus Moller's thoughts behind the recommended book "A Complaint Is a Gift" you can visit his blog:
http://clausmolleruk.blogspot.com ...
By: Casper Moller
on
What Must You Do Before You Can Create A Great Customer Service Experience
For more of Claus Moller's thoughts behind the recommended book "A Complaint Is a Gift" you can visit his blog:
http://clausmolleruk.blogspot.com ...
I agree that it is important for businesses to become adept at online communications, which include email, chat, social media and anything else that may be emerging. But, it seems that the report you mention excludes the fact that online interactions only make up a very small percentage of overall customer-company interactions.
According to this study -http://www.aspectindex.com/index_na/ - approximately three quarters of interactions are still conducted via telephone. That means that only one quarter of contacts are made using a multitude of online methods ? email, online chat, social media, etc. Of course as time goes on, that mix will begin to change.
Rather than focusing on one type of media or channel, perhaps the best strategy is for companies to focus on improve their communications-enabled business processes across the board.
...
By: Susan V.
on
Diversify Your Communications With Your Customers
According to this study -http://www.aspectindex.com/index_na/ - approximately three quarters of interactions are still conducted via telephone. That means that only one quarter of contacts are made using a multitude of online methods ? email, online chat, social media, etc. Of course as time goes on, that mix will begin to change.
Rather than focusing on one type of media or channel, perhaps the best strategy is for companies to focus on improve their communications-enabled business processes across the board.
...
Thanks for the comments, Estaban. I wasn't proposing the death of e-mail, just that other media would eat into its market share.
If you can communicate via Facebook or Twitter, you can also use them to solve customer service problems. For example if a customer contacts you via Facebook, then reply via Facebook.
Regards,
Glenn ...
By:
on
Diversify Your Communications With Your Customers
If you can communicate via Facebook or Twitter, you can also use them to solve customer service problems. For example if a customer contacts you via Facebook, then reply via Facebook.
Regards,
Glenn ...
My Blog
http://evergance.wordpress.com
John's Blog
http://jragsdale.wordpress.com ...
By: Esteban Kolsky
on
Diversify Your Communications With Your Customers
http://evergance.wordpress.com
John's Blog
http://jragsdale.wordpress.com ...
Glenn,
Interesting, I just posted in my blog an entry on doing email well.
Also, John Ragsdale at SSPA posted an entry decrying the death of Support EMail ( his blog ).
My bottom line: when email is done properly, it can be a very powerful tool for communicating with customers and keeping them engaged and happy. The problems we have been having with it (mostly SPAM and other malware) is sufficiently understood not to be a major issue (I am not dismissing it, but if you are going to invest on email it won't hurt you to invest some time in reading how to improve the distribution ratio).
Any ways, very interesting article and well written.
By: Esteban Kolsky
on
Diversify Your Communications With Your Customers
Interesting, I just posted in my blog an entry on doing email well.
Also, John Ragsdale at SSPA posted an entry decrying the death of Support EMail ( his blog ).
My bottom line: when email is done properly, it can be a very powerful tool for communicating with customers and keeping them engaged and happy. The problems we have been having with it (mostly SPAM and other malware) is sufficiently understood not to be a major issue (I am not dismissing it, but if you are going to invest on email it won't hurt you to invest some time in reading how to improve the distribution ratio).
Any ways, very interesting article and well written.
You're right, Esteban. Your comment reminds me of several sayings: "You've got to spend money to make money!" And, "Everything you do comes back to you."
Thanks for the comment.
Glenn ...
By:
on
Customer Service Best Practice--Watch This Video
Thanks for the comment.
Glenn ...
Glenn,
Related to my previous post and comment to you on this: here is a win-win situation. Of course, it is easy to see how the client wins (better service, established loyalty, perks)... but I believe in this story the most appealing part is the determination by the cab driver to spend money in providing a better service.
This is counter, mostly, to what we are accustomed to see in real life. Companies don't believe in spending money simply to provide better service - or they would only do it for their platinum level customers. Alas, think about it. This guy is spending probably $2-3 per trip per passenger, in addition to maybe $5 more over the course of the year to stay in touch. I am sure it east into his profits... yet, he probably makes more than that back in customer loyalty -- not to mention that I am quite sure his tips are bigger than average!
Definitely a good story, with a customer-focused spin, and with proven value. Thanks for sharing...
By: Esteban Kolsky
on
Customer Service Best Practice--Watch This Video
Related to my previous post and comment to you on this: here is a win-win situation. Of course, it is easy to see how the client wins (better service, established loyalty, perks)... but I believe in this story the most appealing part is the determination by the cab driver to spend money in providing a better service.
This is counter, mostly, to what we are accustomed to see in real life. Companies don't believe in spending money simply to provide better service - or they would only do it for their platinum level customers. Alas, think about it. This guy is spending probably $2-3 per trip per passenger, in addition to maybe $5 more over the course of the year to stay in touch. I am sure it east into his profits... yet, he probably makes more than that back in customer loyalty -- not to mention that I am quite sure his tips are bigger than average!
Definitely a good story, with a customer-focused spin, and with proven value. Thanks for sharing...
Check out our just-starting blog... http://evergance.wordpress.com thanks esteban ...
By: Esteban Kolsky
on
Check Out These Customer Service Blogs
Glenn, I found your blog via Carol's "Customers Rock"... I think this is a great exercise... I wanted to tell you I posted a complimentary entry into my blog, http://evergance.wordpress.com, about this. I spent 7 years at Gartner doing CRM research, and the only thing I saw missing from all the bloggers I read about this topic was to make it a win-win situation. I saw many organizations go down the path to customer-focused strategies, fully committed to doing whatever the customer wanted or needed -- without considering the costs or viability of the solutions implemented. Needless to say, those were short-term initiatives. If both the customer and the organization win something from a customer-focused initiative is a good one... if only the customer does, I don't know many business that can stay alive for long without making money. Anyways, I wanted to say thanks for your entry... nice job on your blog.
By: Esteban Kolsky
on
How Do You Define "Customer-Focused Strategy?"
This is the most annoying aspect of web marketing. If you need a person there should be a number and not hidden and not with a 20 minutes waiting period. These companies just don't care about customer service .However I have always found a good phone customer service will more than pay for itself it increased busienss and less unhappy customers .
By: bert
on
Did You Build Your Web Site For Your Customers Or For You?
Thank you thank you thank you for including me on the list! It's my honor really. This will serve as my inspiration to blog better. :) ...
By: Ma. Merdekah Delid
on
Check Out These Customer Service Blogs
Great links! Mark Salinas ...
By: Mark Salinas-Viscom
on
Friday Night Links--Businesses That Blog
Keeping in mind you were discussing the Village Inn, I'd change your #3 suggestion: "3. As the economy declines, people are less inclined to eat out. Increase your apparent value by increasing portion sizes. Truck stops have done this for years. Larger portion sizes are also attractive to those of us who are trying to stretch a dollar, and it's more in-line with Village Inn's family image." I hope this doesn't come off as sarcastic, Glenn. It wasn't intended to be. I just think it might be easier to expand on the image a business already has than to try to start over.
By: Chuck McKay
on
Seven Ways For Restaurants To Attract Business
Ahhh, there's nothing like a business using a transactional philosophy instead of a relational philosophy. If Sears had been more interested in building relationships with its employees and customers, this post wouldn't be attracting comments like flies to honey.
Thanks to all of yo for stopping by. Yes, Chuck, they do take other credit cards now. I find the lines at Sears shorter than at Penneys, though:-)
Regards,
Glenn ...
By:
on
Sears--Wheres The Love?
Thanks to all of yo for stopping by. Yes, Chuck, they do take other credit cards now. I find the lines at Sears shorter than at Penneys, though:-)
Regards,
Glenn ...
Glen, I stopped shopping a Sears in 1993. After standing in line for roughly 20 minutes, they told me the only credit card they'd accept was Discover. Then they told me my check wasn't welcome, either. Do they still have that silly "Discover only" policy? Not that it matters to me, anymore. That experience was so upsetting that I've since refused to apply for a Discover card, too.
By: Chuck McKay
on
Sears--Wheres The Love?
All around, Sears sucks horribly i work there and i would never shop there, even with the associate discount.
By: Paul
on
Sears--Wheres The Love?
Glenn -- They should hire you to create their program. It would be a spectacular success. My husband in I have the same type of history with Sears. It's a shame.
By: Denise O'Berry
on
Sears--Wheres The Love?
I like your list and it reminds me of a recent dining experience that turned into to a WOW dining experience. Usually on Wednesday, a friend and I go out for lunch and usually pick out a different place. Last week we chose a rib place named Famous Daves. The meal started off good. About half way through our meal, the manager came over with a bottle of their BBQ sauce and gave us a bottle. They explained that it was to show us that they really appreciate our business. Wow. If that had not been done, it would have been chalked up as a good, but forgettable, dining experience. Because it was done, I told at least 5 people what happened and how cool it was. They really impressed me with that small token and I think it is paying off for them as we speak. Good Job Famous Dave!
By: Benjamin Myhre
on
Seven Ways For Restaurants To Attract Business
Hi Glenn, Thanks for offering your perspective and spreading the news ;) ...
By: Maria Palma
on
It's Not The Degree Of Difficulty; It's The Attitude
A bit of kindness and proper communication can go miles. I wonder who was auditing the AT&T encounter?
By: Benjamin Myhre
on
It's Not The Degree Of Difficulty; It's The Attitude
hi glenn, i still got to learn more on business. i've no comments..i will try develop new skill on my my business.
By: kamelia talib
on
SXSW Panel: The Future of Corporate Blogging, Part 1
Just an awesome find. Well done. I'll be passing it around myself.
By: Steven Di Pietro
on
Excellent Example Of Viral Marketing
I would ad another one after #3 saying "Don't speak ill of your Customers" It becomes toxic and destroys your respect for the your position in the with the client ...
By: Steven Di Pietro
on
Tip #10 How To Build Better Rapport With Your Customers
Glenn, I am so excited to try this great recipe. Thanks for sharing. Also, I couldn't agree with you more about the signage issue! Quite the concept.
By: Carrie
on
Lack of Signage Hinders Customer Service Experience
This is a great point!
By: MyPost
on
Link To A Customer Service Best Practice
Asking for the moon, there, aren't you, Ken?:-) Personally, I'm running about 50% in getting there on time on the various airlines. I've actually lowered my expectations of on-time performance since this seems to be a systemic problem.If one airline could drastically improve over others, it would really differentiate itself, wouldn't it.
BTW, I frequently fly SW for business purposes and I recommend them. They're not telling jokes that might affend people, although their puns can cause some serious groans.But they make their safety announcements more fun which means people pay more attention to them. They've been known to celebrate a passenger's birthday or two and to reward newlyweds with bottles of champagne.
Thanks for reading and for leaving a comment. Feel free to do so again.
By:
on
How Delta Airlines Can Differentiate Itself From The Competition
BTW, I frequently fly SW for business purposes and I recommend them. They're not telling jokes that might affend people, although their puns can cause some serious groans.But they make their safety announcements more fun which means people pay more attention to them. They've been known to celebrate a passenger's birthday or two and to reward newlyweds with bottles of champagne.
Thanks for reading and for leaving a comment. Feel free to do so again.
"Fun" is a complete luxury on a plane these days. I agree with you about extending customer service to the "Memorable and Friendly" stage, 100%. The balance beam airlines are walking these days is one that separates fun from "appropriate." What's fun to one man can be annoying to another. I perceive Southwest airlines to be a "family" airline and would never use them for business for several reasons. Right now, I'd be happy if the airlines could board you on time, fly you to your destination on time, and get you off the plane and your bag in your hands quickly and efficiently. It sounds easy, but its eluded the Major airlines for some time now. That would be enough "fun" for me!
By: Ken Walker
on
How Delta Airlines Can Differentiate Itself From The Competition
Mike,
Sounds like Enterprise made a mistake when they hired that guy. I hope you contacted Enterprise and let them know about that.
By:
on
10 Reasons Why I like Enterprise Rent a Car
Sounds like Enterprise made a mistake when they hired that guy. I hope you contacted Enterprise and let them know about that.
1. The manager addressed me as "buddy." 2. The manager made me wait 10 minutes while he talked on his cell phone to clear up a problem created by his employee. 3. The manager asked me to provide proof of insurance prior to renting me a car, telling me that this was company policy and that this policy was posted on their website. (In fact, it is not Enterprise company policy to require proof of insurance nor is this non-existent policy posted on their website.) 4. The manager told me that I should always carry proof of insurance on my person, since this was Texas state law. Actually, it is Texas state law for proof of insurance to be in one's vehicle--that's where mine was when he asked me for it. 5. He told me that my rental car had 1/4 tank of gas in it. That's already a small amount of gas, but the car actually had 1/8 tank in it, prompting me to find the nearest gas station to fill it up. I will avoid Enterprise Rent-A-Car in the future.
By: Mike
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10 Reasons Why I like Enterprise Rent a Car
When setting a first impression on the telephone, be sure that your name is the last word your customer hears. Welcome to Attitude Training and Development this is Mark or Good morning Attitude Training and Development this is Mark. Using your name at the end of your greeting will assist in building rapport and will help your customer to remember your name. If you are not already doing this, then I suggest you try it. I guarantee you that the first word that comes out of your customers mouth, will be your name.
By: Attitude Training and Development
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Tip # 9: How To Build Better Rapport With Your Customers
Glenn, you speak for all of us! I do not know how many times that has happened to me. I hate to call back because you literally have to begin all over, even if you get a CSR that is nice and helpful. I was on the phone the other day with my mortgage company, inquiring about some changes and was being helped by a wonderful CSR named Chris. He did actually ask for a number to call back if we were disconnected, and it was nice to know that I didn't have to worry about starting the questions all over again with someone else. It's funny how a few little changes can make such a HUGE difference!
By: Kay
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A Tip For Your Call Center Staff
I am in the mortgage lending business and these are a few of the rules that I follow. Always treat your customers with respect. People can tell if you are genuine or just placating them. Always treat others as you would want to be treated in their situation. You should be honest with your customers. If you are in a customer service type of business and you cannot help your client, tell them. Explain to them why you can't help them and how they can better their situation so you can help them. I come across companies all the time that promise the moon to their clients and don't deliver. They don't even bother to let them know when they realize they can't help them; they just leave them hanging on to their promises. It makes it hard for them to believe me after they have been duped by my predecessor. Always keep your client informed of the process going on, sometimes they don?t realize how long a particular process may take and need your guidance to understand it. And most importantly, don?t take your bad day out on your client. They expect you to be their expert in this situation, and they don?t want to think that you?re ignoring them. Realize that even though you may be dealing with more than one customer, they should feel like they have your undivided attention.
By: Kim Shuford
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Tip # 9: How To Build Better Rapport With Your Customers
Thanks for stopping by, Benjamin. your comment about "Mom" is right on target.
By:
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Tip # 7: How to Build Better Rapport with Your Customers
Sam, LOL!
By:
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Tom Peters And The Influence Of Women On The Customer Service Experience
Someone has to sign the cheques!
By: Sam
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Tom Peters And The Influence Of Women On The Customer Service Experience
As the old saying goes, you should start at the bottom and work your way up. However, in an instance like this it's best to start at the top and work your way down. You are right, if only a few people at any one company are good at customer service, it's pretty transparent to the rest of us. You often want to ask them what they are doing working there! But if a company is genuine, it shows from the ground up. I love coming in contact with those companies and will generally make sure I come back their way to do business with them again. Hopefully, Northwest Airlines will take your advice to heart. It won't do much good to send a few people through a training program if the company doesn't stand behind the program. It will be a waste of the employees time and NWA's money, which is ultimately our money, isn't it??
By: Kim Shuford
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Correcting Customer Service Attitudes Involves More Than Just Training
Thank you for mentioning the golden rule! I think it is a very good excercise for any Customer Service professional to analyze how they like being treated when they are the customer. To go one step further, would your Mom appreciate how you treat your customers? Thank you for your nugget of wisdom.
By: Benjamin Myhre
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Tip # 7: How to Build Better Rapport with Your Customers
Thank you for mentioning the golden rule! I think it is a very good excercise for any Customer Service professional to analyze how they like being treated when they are the customer. To go one step further, would your Mom appreciate how you treat your customers?
By: Benjamin Myhre
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Tip # 7: How to Build Better Rapport with Your Customers
It's so easy to forget sometimes that even the smallest things can make a huge difference. I have had that happen to me as well, and I felt put off by it to say the least. I never did business with that company again. Several website hosting companies offer a response email system. Even though it is not a "real" response from you, it let's that customer know that you will be getting back with them soon. Wording so simple as letting them know you received their email and will send them the information they requested or answer their questions in the next day or two will go along way to spare someone's feelings and give you time to pull your information together to send to them. Where customer service is concerned, it's the little things that make the difference.
By: Kim Shuford
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Tip # 8: How To Build Better Rapport With Your Customers
That's an old sales trick, Lori. One that should be in the Salesmanship Hall of Fame, if there is one. You may scoff at Lori's suggestion, but try it. It works.
By:
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Does Your Business' "Face" Have A Smile On It?
Glenn, Smiling is one of the easiest and best things a business owner can do to help potential customers to want to know MORE. If you do business via the phone, place a mirror at your desk, and look at it occasionally when you make calls. People can easily pick up on your state via the phone line. Plus, you FEEL better when you are happy, even if you don't start off that way. Thanks for the reminder! Lori Richardson All Business Sales Coach ...
By: Lori Richardson
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Does Your Business' "Face" Have A Smile On It?
Excellent point, Kim.
By:
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Tip # 7: How to Build Better Rapport with Your Customers
It is always best to be honest with your clients/customers. But you also need to be aware of the ethical reputation of someone that you do business with on a regular basis. If you have ever heard the term, guilt by association, then you know what I mean. It is difficult to determine the reputation of someone you just started doing business with, but once you have been "partnered up" with someone, you can assume their bad rep as well. I am in the mortgage lending industry and did business with a certain realtor on a regular basis. I would have never thought that this person's reputation would have repercussions for me. After all, we are in two separate fields. But, I soon realized that they were not well liked by others in their profession and it spilled over to me as well. So, be careful who you are doing business with as well as keeping your own self ethical to earn that honest reputation.
By: Kim Shuford
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Tip # 7: How to Build Better Rapport with Your Customers
Excellent point! Many people in sales have no idea that their "client" generally is not the one that makes the final decision. Although they ultimately say yes or no to you, it is often their friend, relative, confidant, etc. that talked them into decision. Always treat your party as though each one has a say in the outcome of the transaction and you can't go wrong. Be careful not to judge a person by their appearance either. There have been many very wealthy individuals who have dressed down and walked into a car lot only to have no one pay attention to them. They promptly left and went down the street and paid cash for a new car from a sales person that gave them the time of day. It is always the person you least expect to have the best credit for financing or the ability to pay cash.
By: Kim Shuford
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Car Dealer Thinks Outside The "Gender"
Thanks, Becky. As any of the company's on the "Best 100 Places To Work For" will tell you, "Happy employees make happy customers."
Glenn ...
By:
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The Better The Relationship, The More Money You Earn
Glenn ...
I love this post, Glenn. I have blogged many times on how important your people are. You can give everyone the best customer service training, but if you don't hire people who are geared towards other people, it won't have the impact.
By: Becky Carroll
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The Better The Relationship, The More Money You Earn
I am touched by this video, Glenn. Thanks for sharing it. It's true. It's in the simplest ways, and from simple people that we get heartwarming experiences. :) ...
By: Ma. Merdekah Delid
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Great Customer Service Video For Your Next Meeting
Thanks for your comment, Noah. The formatting errors you mention have been driving us batty. We're working on it.
Regards,
Glenn ...
By:
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Tip #1: How To Establish Better Rapport With Your Customers
Regards,
Glenn ...
I put a post it on my phone. Maybe you'll hear my smile if you call me. BTW: all the quotes in your post are showing as question marks.
By: Noah
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Tip #1: How To Establish Better Rapport With Your Customers
Thanks for your comment, Benjamin. I love it when they add clarity to the conversation. You're right on target.
Regards,
Glenn ...
By:
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Two Ways To Damage Your Customers' Loyalty
Regards,
Glenn ...
Not every company can afford to create a complex loyalty program, but I think the key is to make sure every customer FEELS like they are receiving special treatment.
By: Benjamin Myhre
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Two Ways To Damage Your Customers' Loyalty
Excellent point, Taimi. Thanks for the comment.
Regards,
Glenn ...
By:
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Five Key Strategies To Use When Listening To Your Customers
Regards,
Glenn ...
Perhaps in a Woody Allen movie, but not in my circle of friends. Most of them have younger children, who may be upstairs laying on their beds listening to iPods or watching TV. The parent is left standing at the foot of the stairs, yelling at the top of his/her lungs to get the child's attention. Having an in-hourse intercom would reduce a lot of stress. Thanks for the comment. Glenn ...
By: Glenn
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Despite The iPhone, Technology Doesn't Always Move Forward
Hi, Glenn! It's ironic sometimes really. Just when you think everthing will be done fast because of technology. I surmise, the big houses these days don't need intercoms because each member of the family has a cellphone already. :) ...
By: Ma. Merdekah Delid
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Despite The iPhone, Technology Doesn't Always Move Forward
As an HR professional I see loads of resumes citing "excellent communication skills" only to find on interview that the candidate doesn't even have basic communication skills. They often struggle to make appropriate eye contact and their body language in general can be off putting. I think it's very important that people understand the basics of communication and this article is a great start!
By: Taimi Clinch
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Five Key Strategies To Use When Listening To Your Customers
Thanks, Lori. I'm sure a missed a few ways to gather feedback so if anyone can think of more, please leave a comment.
Regards,
Glenn ...
By:
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Twenty-one Ways To Gather Customer Feedback
Regards,
Glenn ...
Glenn, Thanks for posting these 21 ideas - it is so easy to assume we know what our customers want. I plan to direct many of my clients to your post so that they can choose their favorite ways to learn from their most valuable assets - their customers. - Lori Richardson, Score More Sales ...
By: Lori Richardson
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Twenty-one Ways To Gather Customer Feedback
Thanks for the link.
Regards,
Glenn ...
By:
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Four Reasons Why Businesses Should Actively Seek Customer Feedback
Regards,
Glenn ...
Active vs Passive. That's a great way to categorize it, Tom. Coming soon will be a list post on different ways businesses can seek feedback.
Thanks for your comment.
Glenn ...
By:
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Four Reasons Why Businesses Should Actively Seek Customer Feedback
Thanks for your comment.
Glenn ...
Great post, Glenn. I think it's important for businesses to listen to customers both actively and passively. Passive listening would be monitoring feeds and the internet to hear what others are saying about you. The good thing about passive listening is that you're getting a pure, unsolicited Word-of-mouth perspective - the negatives are that you're only hearing a few loud voices who may not represent your whole customer base. Active listening would include a focused customer survey. The positives of a active listening is that you can get an objective, statistically valid perspective of what your customers are thinking - even those who aren't posting anything about you. The negatives of active listening can be bad data that doesn't provide you with actionable information - but with a good research provider that shouldn't happen. Businesses need all the intelligence they can get!
By: Tom Vander Well
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Four Reasons Why Businesses Should Actively Seek Customer Feedback
I recently watched a very interesting, valuable video featuring Gartner about trends shaping the customer experience. Check it out http://www.salesforce.com/form/event/sss_gartner_videoB.jsp?d=70130000000DCPe ...
By: j prattack
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Four Reasons Why Businesses Should Actively Seek Customer Feedback
Thanks, Dave. That's an excellent mashup. Anyone have any others?
By: Glenn Ross
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Your Customer Service Rocks When You Mashup GTD's David Allen With Dale Carnegie
A book mashup is a fascinating idea! I'm gonna say Never Eat Alone and What Color is Your Parachute? Relationship building meets career enhancing.
By: dave
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Your Customer Service Rocks When You Mashup GTD's David Allen With Dale Carnegie
If you are considering offshoring your processes, or would just like to know more about the various BPO / KPO services that can be outsourced to us in India, kindly contact us and our customer service representatives will get back to you soon. For outsourcing chat, email or back-office support, visit the website: http://www.outsourcebackoffice.com ...
By: Outsource Back Office
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Why You Should Have A Complaint Process In Place
Thanks for your comment, Joe. Matthew shifted my paradigm and I agree. I had originally planned to leave the title alone because I belive that, with the exception of grammatical errors, bloggers should publish and then leave it alone. But, I don't want to be misdirecting people so I'm going to retitle the post.
Thanks for reading, Joe.
By: Glenn
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Excellent Web Site For Large and Small Businesses Interested In Customer Service
Thanks for reading, Joe.
James,
Excellent point! It strikes me that you're talking about consistency. To be "consistent in your consistency," you must first always act as a professional. If you are consistently professional, then you can consistently deliver customer service that exceeds the customer's needs.
Thanks for stopping by.
Regards,
Glenn ...
By: Glenn
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To You They May Be Explanations; To Customers They Are Excuses
Excellent point! It strikes me that you're talking about consistency. To be "consistent in your consistency," you must first always act as a professional. If you are consistently professional, then you can consistently deliver customer service that exceeds the customer's needs.
Thanks for stopping by.
Regards,
Glenn ...
I have found that for every person who vocalizes their complaint, there are 99 others who are upset but too busy/shy/lazy to say anything about it. If you can get it right for that 1% who spoke up, you get it right for the 99% who didn't. Instead of treating them like a thorn in your side, turn them into a one person focus group.
By: James
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To You They May Be Explanations; To Customers They Are Excuses
The most important is to please your customer ...
By: weiren
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Excellent Web Site For Large and Small Businesses Interested In Customer Service
Hate to beat a dead horse, Glenn, but Matthew is not alone in his assessment. Thought you should know that.
By: Joe C.
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Excellent Web Site For Large and Small Businesses Interested In Customer Service
Matthew, I apologize for your dissatisfaction, but I appreciate your feedback. I'll focus on writing better titles in the future. My intent was to not only highlight the five steps but also expose small business owners to a Web site which, I believe, contains relevant information in a concise format that can be tailored to fit their needs.
Regards,
Glenn ...
By: Glenn
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Excellent Web Site For Large and Small Businesses Interested In Customer Service
Regards,
Glenn ...
What many peeople don't understand is how easy it is. Once you have the materials, it's a matter of discipline. Thanks for the comment.
By:
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You're Welcome
After following an interesting title... I'm a bit miffed in my own "customer experience" here. I was hoping to find 5 steps (I like Axioms like that), instead I found a link to another article, with one step added here. I think one way to avoid angry customers is to not mislead them.
By: Matthew Silver
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Excellent Web Site For Large and Small Businesses Interested In Customer Service
Completely agree on the thank you notes topic. We are so keyboard addicted, that writing anything by hand is special. And has the charm of physicality, which is even better. Noting your professional role, I was prompted to comment. I have received hand-written thank you notes from the Red Cross and the Salvation Army in response to donations, and they have a special place in my heart because of that. Even though I have given a lot more money over the years to my business school alma mater, they have never sent anything more than a form letter. My undergraduate alma mater (Queen's at Kingston) actually called me this year to chat, thank me for being a loyal supporter, and share memories of school days. They didn't ask for money, but I know when their reminder rolls around, I'll be inclined to be more generous than in the past. Genuine and authentic human appreciation is a powerful elixir.
By: SusanA
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You're Welcome
Glenn, You should send this post to every executive in Detroit. The auto industry needs an overhaul. The good news is that it doesn't take a genius to make a business successful as long as your business operates in a stagnant industry. Just do the opposite of everybody else. But that rarely happens. Because of the exact reason that it should happen...because nobody else does it that way!!!
By: Ron Holt
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What the Top 50 Performing Companies Have In Common
apparently the link didn't work, let's try tinyurl: http://tinyurl.com/36s9y9 ...
By: Peter Levinson
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What the Top 50 Performing Companies Have In Common
Whoops, the a tag got stripped out. Here's the link: http://www.ft.com/cms/s/5add5380-d5be-11db-a5c6-000b5df10621.html ...
By: Peter Levinson
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What the Top 50 Performing Companies Have In Common
This is a bit tangential, but since Google is the top performer on the list, this piece in the FT is worth reading. Beset by copyright challenges as it pushes deeper into the media business, and facing big investments in a range of ambitious new products that have yet to show results, Google's shares have run into the doldrums. After dropping another 2.7 per cent last week, the shares have lost 12 per cent since the end of January. Once Wall Street's hottest stock, Google is once again underperforming the wider market index and the shares are back at a level they first crossed at the start of last year. According to Wall Street analysts, the prolonged lag reflects concerns about Google's attempts to expand beyond its core business. That is despite the rapid growth of search, which has met or beaten most expectations. Google can't stay on top forever (no one can), and it will be interesting to see what knocks them off the top rung. I'm particularly interested to see if the company gets pulled into the quarterly earnings game that the street plays.
By: Peter Levinson
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What the Top 50 Performing Companies Have In Common
It's interesting that over the past few years companies seem to have internalized that they can and need to find ways to make their operations more environmentally friendly.
By: Peter Levinson
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Dollars Aren't The Only Thing That's Green
Great post, Glen. Your list is right on target. The more businesses we can get to really listen to their customers, the better off everyone will be. And don't forget to respond! If you invite customers to give you feedback (e.g. via e-mail) make sure they know you've heard them!
By: Tom Vander Well
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Eight Ways To Gain Feeback From Your Customers
In the event that a business discovers that the customers are the reason they are in business they should take and tatoo the above points on the back of every managers hand, as well as key employees for quick reference. WHere does it not make sence to put customers first. Thanks Glenn for a terrific post.
By: tim
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Focus Here To Enhance Your Customer Service
It is a tremendous vehicle to use to market in a way that doesn't seem to be marketing. Just some good old-fashioned conversation about the general business your in, response to customers and offering tips etc., offers and provides a tremendous amount of good-will to our customers. A blog is a great differentiator!
By: Gary Bourgeault (thealphamarketer.com)
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How Blogging Contributes To The Customer Service Experience
It seems blog is really going to change our life. Your idea was great. A blog on any business reshapes the relationship between customers and the company. A blog is more effective than a website in this case. Thanks for giving us such an idea.
By: Razib Ahmed
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How Blogging Contributes To The Customer Service Experience
I was here .. reading your blog ...
By: Bisi
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Customers' Feedback Keeps The Customer Service Experience Going
Glenn, I couldn't agree more with your conclusions about the benefits of customer feedback. The fact is that this type of feedback helps customer retention, which isn't sexy, but it's got real teeth. Too many businesses focus only on customer acquisition - folks coming in the front door. The problem is that they leave their back door wide open. Interacting with customers and listening to their feedback - this act alone creates goodwill, and the value of the feedback is incredible. Many companies could sure learn a lesson or two from this restaurant. Thanks for the post.
By: Eric Mills
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Customers' Feedback Keeps The Customer Service Experience Going
What I loved about working at Nordstrom was that our managers "gave us the wheel", so to speak, when it came to working with customers. If you had to bend the rules a little to make a customer happy, so be it. I loved not having to turn to a manager to get permission to make a customer happy!
By: Maria Palma (CustomersAreAlways.com)
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Employee Empowerment Contributes To The Customer Service Experience
If you go to Budapest, Hungary and to the Vadrozsa restaurant in Buda you may experience a 40% "mistake" on your bill. This is what happened to me. After many apologies I was cheated only by 20%... Food is good but the owner is a CROOK!
By: stoynov
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Why You Should Have A Complaint Process In Place
Glenn, Customer feedback is definitely helpful in taking note of what needs to be addressed during customer service training or team meetings. You did good by calling them on their service and they did good by listening to your feedback. I think they deserve a second chance ;) ...
By: Maria Palma (CustomersAreAlways.com)
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Customers' Feedback Keeps The Customer Service Experience Going
In any customer service, success entirely depends on servicing style. Silly mistakes such as throwing dirt to customers dress while cleaning might push them away into another restaurant. A cunning restaurant manager can easily resolve the conflict between the customer and stuff by just listening to what the customer has to say.
By: Razib Ahmed
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Customers' Feedback Keeps The Customer Service Experience Going
It is surprising that it skews that old.. but there are some amazing videos being uploaded by the 1% that can make the experience kind of addictive once you get there.
By: Searcher
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Proof That Enhancing The Customer Service Experience Works!
like most people i experience horrific customer experience from my mobile carrier - hours on the phone or being shuffled around. recently, i had a very different experience with my international calling service (www.globedialer.com) not only did they respond to me promptly - but they provided me with real answers and information unlike the "scripts" that the carriers instruct their their cs departments to read. i will be a very loyal customer - that's for sure!
By: jane
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Why You Should Have A Complaint Process In Place
I'm interested in learning more about "legendary customer service." What companies are considered role models for students of customer service? I have heard about LL Bean, and Nordstroms. Are there others? - Ben ...
By: Ben
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Legendary Customer Service Makes Sales For You
Read a great book on this subject recently. "Customer Satisfation is Worthless. Customer Loyalty is Priceless." by Jeff Gitomer. Can't say enough good things about the book. He says what you say. Just says a lot longer. More examples similar to what you have posted. - Ben ...
By: Ben
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Simple Greetings Contribute To The Customer Service Experience
In any kind of service the employees are dealing with people. So if any kind of problem or malfunction arise the employees should jump to fix the problem, or else the client may never show up again. In order to avoid loosing customers they must respond fast. Your experience is a good lesson for the service business.
By: Razib Ahmed
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Rapid Responses Save The Customer Service Experience
You have used your personal experience to convey a “MILLION DOLLAR” message that is obeyed by ONE in a million businessmen. I enjoyed reading your post. Thank you Glen.
By: S.M.Mehdi Hassan
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Rapid Responses Save The Customer Service Experience
Actually you are pointing out the exceptions to the rule other than what really exist out there. Although I agree that some companies are headed in the right direction, more than not, haven't left the starting line yet. The whole idea of employee empowerment is founded in the ideological landscape of shared ownership and thus distributed power. Most managers and owners of large or small businesses jealously guard their power (control) and only allow small pieces of that control to be used by anyone at any given time. Too bad I would think. But even as we race into the twenty first Century too many companies don?t understand the real significance of the customer in relation to their business. Great post and point however. When you give the power to the masses (employee) they actually do the right thing.
By: Tim Whelan
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Rapid Responses Save The Customer Service Experience
People can act with both t