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.
Glenn Ross
Contact
Email
RSS
ArchivesOvercoming These Five Obstacles Makes Change Easier
October 05, 2008, 9:05 PM
ou are, understanding and developing strategies to respond to the reasons below may help you implement your vision. The five reasons are: * They (various groups of employees in your organization) don’t give it a whole lot of importance or urgency. * They don’t know what to do or how to do it. * There is no pressure from higher management to do more. * They feel secure in their job and see no need to do more. * They have too many other things that are more important or that they prefer to do.
Another Benefit Of A Customer Complaint Process
September 24, 2008, 4:55 PM
Fellow Allbusiness.com blogger Kevin Stirtz, blogging at Smart Marketing With Customer Loyalty, lists Seven Tips To Turn Customer Complaints Into Gold. He's right on the money with every one of them. I'd like to build on his discussion. His first tip is to view complaints as feedback. It's important for the reasons he lists, but it's also important for the complaints to be reviewed (after prompt resolution) by the appropriate people in senior management. Let's say for example, you're the watch buyer for a national chain of jewelry stores. You're noticing that a new watch model is the most often ...
What The Salesman Didn’t Do
September 21, 2008, 2:25 PM
Yesterday for the first time in years, I went shopping for shoes (Hey, I’m a guy.) I walked into a national department store chain because I heard their shoes were on sale. I was immediately greeted by an experienced sales associate who knew his products. I wound up purchasing a pair of Johnston and Murphy shoes and a pair of shoe trees. Here’s what the salesman didn’t do: ...
Twelve Things to Look for When Purchasing a Customer Service Training Program
September 17, 2008, 6:00 AM
Two weeks ago I was part of a group which looked at a number of customer service training videos and e-courses. If you’re in the market to purchase training courses, consider these points: 1. Who is the target audience? Are you buying a course for front-line staff but looking at a video full of more strategic philosophy best suited for senior management? 2. Does the course consist of clear actionable steps your employees can take? 3. Do you want your employees to take these steps? 4. If it’s a video, will it “wear well?” For example, will it look outdated ...
Why First Impressions Are Important
September 15, 2008, 6:00 AM
One evening last week my wife was attending a PTA meeting so I decided to go get the kids and me some fast food. They wanted burgers but I didn’t. I did remember that there was a sandwich shop near one of the burger chains. I’d had a salad from one of the sandwich shop’s other locations near my office and I figured I’d buy me a salad and get the kids some burgers. I walked into the sandwich shop about 7:30 PM. Other than the two employees, I was the only person in the store. As I walked in, ...
Customer Service Starts With You!
September 14, 2008, 3:30 PM
My Library Ideas posts that management is responsible for implementing extraordinary customer service. I agree up to a point. But if you are an employee, you don’t have to wait for your supervisor to tell you to offer that kind of customer service. You can do it yourself by taking the first small step to learn and remember your regular customers’ names. Story #1: Back in my single days, I used to eat breakfast every day at the same McDonalds. I was such a regular that the employee behind the counter would just raise an eyebrow, watch for my nod, ...
This Is Your Most Important Resource In Maintaining Excellent Customer Service
September 13, 2008, 1:00 PM
Mark, over at Business Is Personal, talks about the importance of continuous learning. He urges readers to create a culture in their organizations where employees feel comfortable in devoting time to learning. Many large businesses embrace this kind of culture, some even require it by making their employees undergo a minimum number of training hours per year. With the number of rapid advances in today’s world, it seems almost stupid not to be a continuous learner. But in a smaller business you may be saying, “Glenn, that’s great theory, but I don’t have the time to do that.” Yes, you ...
Seth Godin on Customer Service: Let’s Get Serious
September 05, 2008, 6:00 AM
I heart Seth Godin. He can communicate a concept in less than 100 words that would take others a thousand.
Ready, Aim, Hire!
September 04, 2008, 6:05 PM
Legendary General Motors CEO Alfred Sloan once responded to Peter Drucker’s question as to why Sloan spent so much time on “a minor hiring decision.” Sloan’s reply was, “If we didn’t spend four hours on placing a man and placing him right, we’d spend four hundred hours on cleaning up our mistake and that time I wouldn’t have.” Over at Service Untitled in a post titled, Have Employees That Understand The Customer, Doug talks about the importance of hiring the right person. If Alfred Sloan were alive today he would agree with Doug. If you want to change your organization’s ...
Taking The Extra Step In Customer Service
September 01, 2008, 6:00 AM
To paraphrase the Eagles, "There's a new blog in town." Donna Cutting has a new blog called, The Cutting Edge. In her post, Roll Out The Red Carpet... she talks about a Nashville realtor who goes above and beyond to take care of her customers. With the economy slowing, realtors and others in similar positions should consider doing more for their customers, not less. It's all about the relationships you build with your customers. Regards, Glenn ...
Latest Comments in Customer Service Experience posts
It's clearly no longer enough for sales and service people to simply "accommodate" customer needs. As you suggest, it's that extra "above and beyond" that can help companies build loyalty and ultimately earn the repeat business they need to stay afloat and potentially even forge ahead in these challenging economic times.
Aspect Software believes that, whether it's an in-person interaction, one via telephone or one conducted online, merely meeting customer expectations is just not enough. In fact, research commissioned by Aspect (http://www.aspectindex.com/index_na/)shows that, when it comes to the contact center, consumers who have had an exceptional experience are nearly 33 percent as likely to say they will conduct more business with a company in the future. I would venture to guess the "loyalty factor" for in-person sales and service experiences corresponds accordingly.
By: Susan V.
on
What The Salesman Didn’t Do
Aspect Software believes that, whether it's an in-person interaction, one via telephone or one conducted online, merely meeting customer expectations is just not enough. In fact, research commissioned by Aspect (http://www.aspectindex.com/index_na/)shows that, when it comes to the contact center, consumers who have had an exceptional experience are nearly 33 percent as likely to say they will conduct more business with a company in the future. I would venture to guess the "loyalty factor" for in-person sales and service experiences corresponds accordingly.
Aspect Software absolutely agrees. Regardless of whether service is provided in-store or via telephone, you?re correct ? first impressions are important.
Customers want to be acknowledged and treated kindly. In fact, according to an independent research study commissioned by Aspect (http://www.aspectindex.com/index_na/), consumers who have had exceptional experiences in contact centers point largely to Empathy and Advocacy as the reason. The same attributes that you wish you had experienced during your in-person visit to the sandwich shop are the same ones that lead to exceptional experiences anywhere, via any communication channel. They include service workers who are friendly, courteous and professional, show appreciation for your business, and care and want to help.
These attributes are valuable in any market but, as you point out, they are particularly consequential in a difficult economy.
...
By: Susan V.
on
Why First Impressions Are Important
Customers want to be acknowledged and treated kindly. In fact, according to an independent research study commissioned by Aspect (http://www.aspectindex.com/index_na/), consumers who have had exceptional experiences in contact centers point largely to Empathy and Advocacy as the reason. The same attributes that you wish you had experienced during your in-person visit to the sandwich shop are the same ones that lead to exceptional experiences anywhere, via any communication channel. They include service workers who are friendly, courteous and professional, show appreciation for your business, and care and want to help.
These attributes are valuable in any market but, as you point out, they are particularly consequential in a difficult economy.
...
Cavender's should take a page out of Cabela's book! I have not seen a more efficient, effective merchandising entity in my o0ver 50 years experience in business. Online, by phone or in store staff is courteous and well trained...and enthusiastic. These people are the "Southwest Airlines" of the retail segment!
By: g.c. gaskell
on
An Open Letter To Cavenders, A Western Wear Retailer
Hi Glenn! I wrote a follow-up on my blog this morning. I agree with you, but to a point, and added an expansion upon my ideas. Always glad to get into a good business discussion - so thank you!
http://mylibraryideas.wordpress.com ...
By: MyLibraryIdeas
on
Customer Service Starts With You!
http://mylibraryideas.wordpress.com ...
Well, I must confess, Maria, that I've made the mistake of hiring the least objectionable person when I was desperate for a warm body. Ironically, my experience is that Mr. Sloan was right. I usually spent a lot of time and energy cleaning up the mess.
I will say, though, that many people appear to be passionate in an interview, when in fact,they are just either acting or excited about the interview. It's tough to determine when someone has a true passion. I'd be interested in reading someone's blog post about how they detect passion in interviewees.
Thanks for your comment.
Glenn ...
By:
on
Ready, Aim, Hire!
I will say, though, that many people appear to be passionate in an interview, when in fact,they are just either acting or excited about the interview. It's tough to determine when someone has a true passion. I'd be interested in reading someone's blog post about how they detect passion in interviewees.
Thanks for your comment.
Glenn ...
A very good observation, but one that is definitely not limited to realtors. The success of every business, whether large or small, ultimately lies to some degree in a company?s ability to provide good customer service and establish positive relationships with its customers ? in good economic times and in bad. Many companies rely on contact center agents for this.
Whether the focus is a realtor or a contact center agent, Aspect Software believes that companies can increase customer loyalty by adequately training their employees to build rapport and providing them with access information that will help them fully understand and meet their customers? needs. Ongoing monitoring and coaching can help refine these skills. And, quick and easy access to specialized resources ? in the case of a realtor, this might be a particularly knowledgeable and skilled mortgage broker ? can often seal the deal.
...
By: Susan V.
on
Taking The Extra Step In Customer Service
Whether the focus is a realtor or a contact center agent, Aspect Software believes that companies can increase customer loyalty by adequately training their employees to build rapport and providing them with access information that will help them fully understand and meet their customers? needs. Ongoing monitoring and coaching can help refine these skills. And, quick and easy access to specialized resources ? in the case of a realtor, this might be a particularly knowledgeable and skilled mortgage broker ? can often seal the deal.
...
You?re not alone when you say that you want a reply from the companies with which you conduct business. According to The Aspect Contact Center Satisfaction Index (http://www.aspectindex.com/), consumers who claim they recently had an exceptional contact center experience say they received quick responses to their inquiries or issues.
Aspect Software believes that taking a unified approach to multi-channel communications is an easy way for companies to solve this issue. By blending email with the other contact channels ? namely telephone ? online communications are placed into agents? queues in order of receipt, and handled in much the same way that contact centers manage phone call.
If phone calls can be answered in an orderly and timely fashion, so too can online communications.
...
By: Susan V.
on
When Businesses Don't Respond To Their Customers
Aspect Software believes that taking a unified approach to multi-channel communications is an easy way for companies to solve this issue. By blending email with the other contact channels ? namely telephone ? online communications are placed into agents? queues in order of receipt, and handled in much the same way that contact centers manage phone call.
If phone calls can be answered in an orderly and timely fashion, so too can online communications.
...
Glenn,
Thank you for linking to my blog post and for your comment. You are right! Often times, customer service is the first to go in a poor economy. Smart business owners will pay MORE attention to it - not less. Once things pick up, they'll be glad they ensured their customers' loyalty.
By: Donna Cutting
on
Taking The Extra Step In Customer Service
Thank you for linking to my blog post and for your comment. You are right! Often times, customer service is the first to go in a poor economy. Smart business owners will pay MORE attention to it - not less. Once things pick up, they'll be glad they ensured their customers' loyalty.
Glenn,
Sometimes companies are too quick to hire someone because they just want a "body" to fill-in the space or a manager thinks "It's just a customer service job" and feels that anyone could help customers.
That's the wrong way to think! If you hire people who are passionate about the field that they're working in - they create a great deal of positive energy which transfers to the customer!
By: Maria Palma
on
Ready, Aim, Hire!
Sometimes companies are too quick to hire someone because they just want a "body" to fill-in the space or a manager thinks "It's just a customer service job" and feels that anyone could help customers.
That's the wrong way to think! If you hire people who are passionate about the field that they're working in - they create a great deal of positive energy which transfers to the customer!
It's really alphabetical. Culture comes before hiring which comes before training.
Folks, check out more of Esteban's ideas at:http://evergance.wordpress.com/ ...
By:
on
Ready, Aim, Hire!
Folks, check out more of Esteban's ideas at:http://evergance.wordpress.com/ ...
Glen,
Way to hit the nail squarely on the head. this is the hardest thing to get executives to understand when we are leading a change in any organization: it is not the training, it is the culture that matters more than the training. oh man, if i had a penny for each time they say they get it -- only to ask how long the training will be and how we can cut the budget / cost of it...
in any case, i make it a top priority to emphasize from the very first meeting how we are going to change the culture, the processes, and then the systems. i repeat it so often, the project teams i work with know it by hard by the end of the project :)
nice post ...
By: esteban kolsky
on
Ready, Aim, Hire!
Way to hit the nail squarely on the head. this is the hardest thing to get executives to understand when we are leading a change in any organization: it is not the training, it is the culture that matters more than the training. oh man, if i had a penny for each time they say they get it -- only to ask how long the training will be and how we can cut the budget / cost of it...
in any case, i make it a top priority to emphasize from the very first meeting how we are going to change the culture, the processes, and then the systems. i repeat it so often, the project teams i work with know it by hard by the end of the project :)
nice post ...
Glenn,
This is a wonderful idea - anything to stand out in the sea of "noise" is valuable.
PS - Don't forget your blogging colleagues!
Lori Richardson
All Business "Sales Coach"
...
By: Lori Richardson
on
Why You Don't Want To Send Christmas Cards To Your Customers
This is a wonderful idea - anything to stand out in the sea of "noise" is valuable.
PS - Don't forget your blogging colleagues!
Lori Richardson
All Business "Sales Coach"
...
I agree with you. Only a small number of niche companies, such as 37Signals, can get away with not providing their customers with phone support. In general, companies need to service their customers via the communication channels their customers want to use. According to a study conducted by independent market research firm Leo J. Shapiro & Associates, (http://www.aspectindex.com/), telephone is still king ? by a mile.
Will this change? Probably. Gen Yers have grown up with computers, cell phones and the Internet, and they gravitate to online methods of communication. As this generation, and those that follow, continue to make up a larger proportion of the population, online usage will continue to skyrocket. However, telephone support will always be an important part of the equation. In many instances, Gen Yers will continue to use the telephone to follow-up on their online transactions. In other cases, they will use the telephone simply because they need the human connection.
...
By: Susan V.
on
Is Phone Support Necessary?
Will this change? Probably. Gen Yers have grown up with computers, cell phones and the Internet, and they gravitate to online methods of communication. As this generation, and those that follow, continue to make up a larger proportion of the population, online usage will continue to skyrocket. However, telephone support will always be an important part of the equation. In many instances, Gen Yers will continue to use the telephone to follow-up on their online transactions. In other cases, they will use the telephone simply because they need the human connection.
...
Six Flags DOESN'T care about the customer. People keep going to the park...so they don't care about the complaints. If people told others of their negative experience and people actually refused to go to the park because of word of mouth...THEN it would work.
People continue to go to Six Flags....so Six Flags will NEVER care about the customer. They will apologize in their false rehearsed ways....and say they understand....but will never do anything to resolve it and make the customer happy.
By: Stacy
on
Don't Just Apologize, Resolve The Complaint!
People continue to go to Six Flags....so Six Flags will NEVER care about the customer. They will apologize in their false rehearsed ways....and say they understand....but will never do anything to resolve it and make the customer happy.
That is an important point. Usually bloggers are good about updating their complaint. If I was a business owner and someone complained about me on a forum, I would leave some kind of statement on how I took care of the situation - just in case the person forgets to.
By: Maria Palma
on
5 Ways to Improve Your Customer Service Now
I wish more people were to understand that the allure of numbers is not that they reflect reality (they definitely don't), but that they are an easy tell on what we think should be monitored. I have written plenty on my blog about customer satisfaction and customer loyalty as mere numbers that represent absolutely nothing necessary (http://evergance.wordpress.com).
I love your point on the effect that one number has on another, or on another process, and how you should be watchful of it.
Very well done...
By: Esteban Kolsky
on
Using Numbers to Judge Service
I love your point on the effect that one number has on another, or on another process, and how you should be watchful of it.
Very well done...
I like your idea of being a firefighter... alas, I would just add one thing. Enlist the help of the person you are helping to make sure they change their view and update their complaint. Many times organizations set out to help people who are crying wolf only to realize that a) there was no wolf, and b) they only cried to get attention... not to get the problem fixed. It is not that hard to (while doing a follow up to the problem) ask the user whether they posted an update to their rant about how bad you are. Not pressuring, not asking to do it - just to make sure they remember you did help them and would not mind an even return.
Yeah, I know. doing something for something... i am weird that way :)
nice blog ...
By: Esteban Kolsky
on
5 Ways to Improve Your Customer Service Now
Yeah, I know. doing something for something... i am weird that way :)
nice blog ...
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
on
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
on
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
on
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
on
Tip # 9: How To Build Better Rapport With Your Customers
Thanks for stopping by, Benjamin. your comment about "Mom" is right on target.
By:
on
Tip # 7: How to Build Better Rapport with Your Customers
Sam, LOL!
By:
on
Tom Peters And The Influence Of Women On The Customer Service Experience
Someone has to sign the cheques!
By: Sam
on
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
on
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
on
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
on
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
on
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:
on
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
on
Does Your Business' "Face" Have A Smile On It?
Excellent point, Kim.
By:
on
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
on
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
on
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:
on
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
on
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
on
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:
on
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
on
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:
on
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
on
Two Ways To Damage Your Customers' Loyalty
Excellent point, Taimi. Thanks for the comment.
Regards,
Glenn ...
By:
on
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
on
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
on
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
on
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:
on
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
on
Twenty-one Ways To Gather Customer Feedback
Thanks for the link.
Regards,
Glenn ...
By:
on
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:
on
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
on
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
on
Four Reasons Why Businesses Should Actively Seek Customer Feedback
Thanks, Dave. That's an excellent mashup. Anyone have any others?
By: Glenn Ross
on
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
on
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
on
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
on
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
on
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
on
To You They May Be Explanations; To Customers They Are Excuses
The most important is to please your customer ...
By: weiren
on
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.
on
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
on
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:
on
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
on
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
on
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
on
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
on
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
on
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 amb