2008 Books Customer Service Policies 
Make or Break Moments
AUGUST 27, 2010
Posted by Deborah Chaddock Brown on August 27, 2010 under Customer Moments | 2 Comments to Read I am working on writing a series of articles for a customer on the importance of developing and documenting business systems. But what about the customer service process? The customers. The response? Sounds harsh?
Make or Break Moments
JANUARY 26, 2010
Posted by Deborah Chaddock Brown on January 26, 2010 under Attitude , Customer Moments , Resolving Conflict | 3 Comments to Read I love conversations with Leslie Ungar. Someone asked him if people took advantage of Nordstrom’s famous return policy. But the associate smiled and happily gave the customer a refund.
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Make or Break Moments
JANUARY 5, 2010
Like snowflakes, each customer’s needs are different and we have to be open and aware by using our active listening skills to learn about their unique circumstance.
Make or Break Moments
SEPTEMBER 3, 2010
It doesn’t sound like this is a location edict, but more of a companywide policy. Claire’s isn’t wearing the customer’s shoes – I would suggest they spend a minute viewing their new policy from the customer’s perspective. Sounds like a personal problem.
Make or Break Moments
AUGUST 2, 2010
But ask yourself truthfully, would you answer “false&# to some of the following: If we have customer service training, we do not show the link between customer service and reaching our business goals. We do not track customer complaints in order to identify trends.
Make or Break Moments
AUGUST 25, 2010
Posted by Deborah Chaddock Brown on August 25, 2010 under Telephone Moments | 2 Comments to Read Often our first interaction with our customer is over the phone. Get Human is a website that offers a listing of companies and their customer service numbers and the shortcut secrets to help you connect with a real person.
Make or Break Moments
MARCH 17, 2010
He thought – doesn’t see she the twisted thinking of calling when there is a “do not disturb&# sign? “That’s our policy,&# she told him. Jay explained that from a customer perspective – do not disturb – means no knocking on the door or calling about towels.
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