Office Dynamics

JULY 21, 2016

Handout: Slide Deck: Take the TRAVO Survey. We are partnering with over 30,000 hotels and major airlines and car rental companies to bring you rates that won’t be available anywhere else. Sign up right here, using the survey link: https://www. Take a moment to review Joan’s video about Webinar Etiquette in advance.

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Service Untitled

OCTOBER 13, 2010

Cheryl October 13, 2010 Customer Service , Customer Service Experience , Surveys No Comments Empathica, a customer service management firm, surveyed 3,000 U.S. The Empatica survey found that one in five women “never&# eat at restaurants while one in ten men “never&# eat at restaurants.

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AUGUST 12, 2010

You don’t always have to be faster or cheaper to keep your customers from straying off to the competition, but you need to maintain a consistent brand of professionalism, speed, and convenience. When you have hired the right people, and your employees know how to make customers feel important, customers keep coming back.

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MARCH 31, 2010

One collector said he doesn’t have time to smile since his job is to give change, roll up coins and bills, and give directions. Some hideous stories released told of a toll collector not wanting to make change for a $1.75 In fact, one older gentleman told me he loved his job and smiled at every driver.

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FEBRUARY 17, 2009

Consider a customer satisfaction survey as an example. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses. The old method was put together quickly and inexpensively, but that doesn’t mean that it was the right method for the company (or for any company).

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JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. Next year’s surveys should be even more interesting.

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MAY 12, 2010

Customer satisfaction programs don’t have to be confusing; rather the basic premise of little things making a huge difference is universal when dealing with consumers. In the example above, my oil change price was on sale, and an employee wanted to be unscrupulous and tried to sell me something I didn’t need.

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OCTOBER 6, 2010

We call a business at 4:45 and the person answering the phone can’t email or fax the relevant paperwork because everyone is getting ready to close the office at 5:00. We blame the customer if he doesn’t see the situation as we see it. Take for instance the example of a title closing company here in South Florida.

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MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries.

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APRIL 2, 2009

A lot of companies don’t really track contact volume objectively. However, what people think isn’t always what’s true. The data, however, doesn’t make mistakes. It can certainly be misused or misunderstood, but assuming it’s collected properly, it won’t make mistakes.

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Service Untitled

SEPTEMBER 23, 2010

There’s hardly a day goes by that something doesn’t pop out over the internet or in snail mail offering something for nothing, but what stands apart? After all, aren’t you profiting from that too? Where would I be if I didn’t recommend that organizations create a blog? At a local. She started.

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Service Untitled

AUGUST 17, 2010

Wouldn’t airlines benefit a percentage point or two if passengers boarded five minutes earlier, or if there were no extra fees to check bags? Small unnoticeable service failures are more frequent but don’t attract complaints. One gets measured (using complaints metrics) and the other doesn’t.

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Service Untitled

APRIL 6, 2010

Instead of just answering, &# Smith, Jones Computer Repair “ wouldn’t it be more customer friendly to answer, &# Good morning, Smith, Jones Computer Repair; how may I help you?&# Don’t get carried away with company terminology the consumer has no idea what it means. Smile when answering the phone.

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MARCH 26, 2010

Good ways to address these questions are by surveys; perhaps one every six months to stay on top of an ever-changing market. Customers want to be treated fairly, and they don’t much care about excuses. If you resolve their conflicts and you think it is fair, but your customer doesn’t, you will lose your customer.

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APRIL 16, 2010

Shouldn’t business still be able to adhere to being customer-centric except employ some modern technology to help? I’m not sure if the limited choices of my home town counted as customer loyalty; but nevertheless brand promises are what shapes customer expectations, and trust is what brings in the maximum customer profits.

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OCTOBER 25, 2010

When companies are not aware of the positive and negative, can it be perceived by customers and clients that the company or service just doesn’t care enough to answer? A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009.

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Service Untitled

MAY 13, 2010

She didn’t assume chopping off two inches of length would be right for me; instead she asked me what I wanted. Feedback from questionnaires and surveys can supply constructive information. Just like you mentioned, using surveys for feedback is an avenue for constructive feedback. If I shop at Walmart for a pair of denim.

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Customer Service Etiquette 2010 Salary 40

Service Untitled

FEBRUARY 26, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. Her frustration is certainly called for and it is a common one at that.

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JUNE 22, 2009

If they don’t like the dish, the reason is usually something general like “I don’t like seafood&# or “I don’t really eat meat.&# If you don’t like something personally, you can say that, but word it carefully. My general rule is to be as honest as possible. .&#

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OCTOBER 26, 2010

Admittedly,companies like Zappos can afford to spend millions on developing their brand loyalty, but didn’t they all start out small and learn from their own mistakes? I’d appreciate if you didn’t charge for shipping, and if you have a really easy return policy too. Don’t use canned speeches on me when I call.

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Customer Service Etiquette AT&T 2010 40

Service Untitled

SEPTEMBER 15, 2009

You should also try to take a few minutes to think of what frustrates you as a customer and ensure that you aren’t doing whatever that is in your own call center. Chances are, if something bothers you, it bothers other people as well. You could do the same in your call center. You can leave a response , or trackback from your own site.

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Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

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Service Untitled

MARCH 12, 2010

The Consumer Reports 2010 Car Brand Survey shows Toyota only down by 10% with Honda now in the lead. Depending on which survey you read, it is difficult to discern if Chevrolet and Ford have surpassed Toyota or still lag behind in sales. You can leave a response , or trackback from your own site.

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Service Untitled

MAY 20, 2010

Of course, Customer satisfaction surveys I used to dabble in some online survey groups to. At times like this, the outer office staff can mean the difference in patient anger, and the staff should not become defensive. At a local. Customer service for those clients from hell You know those callers – rude and insulting.

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Service Untitled

AUGUST 6, 2009

When they having credit card problems, they don’t put any signs (and you stand in line untill you find that out). The experience started off by me pulling up to the drive-through. This happens one more time before I give up and just pull up to the first window. photo credit: Robert Couse-Baker No related posts to display.

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Service Untitled

AUGUST 30, 2010

Elizabeth used to spend countless hours replying to customers and answering questions by email; so much time that she didn’t have time for her own family, so what did she do? Maybe this is a generational thing, but I don’t see any “personal&# touch here. You can leave a response , or trackback from your own site.

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Customer Service Social Media Credit Card Etiquette 40

Service Untitled

APRIL 14, 2010

I was also disappointed last year when I had a problem (not my fault) with American Express; they lumped all of my accounts together, and it wasn’t until I spent hours chasing after an elusive manager that I was finally able to get all of my accounts reinstated. For every 2,000 points I accumulate, I receive a $20.

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Service Untitled

JUNE 14, 2010

Isn’t it up to team leaders and managers to supply the platforms that the customer service representatives can use as models, but still think independently for exemplary customer service? Discovering new ideas mean fresh outlooks and makes room for expansion. Is customer service commensurate with price in real estate sales?

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Service Untitled

JANUARY 15, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to diffuse an angry customer Cheryl January 15, 2010 Angry Customers , Customer Service , Etiquette 3 Comments A friend of mine purchased a pair of shoes from a popular discount shoe store in our local area. I’ve responded to your article here.

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SEPTEMBER 8, 2010

With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment? Often they are the ones on the front lines, and isn’t that a good indicator of what needs to be heard? Have focus groups; consider an employee survey. Well thought.

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Service Untitled

JANUARY 18, 2010

If it wasn’t important, chances are the customer would not be complaining, so one must always recognize the validity of any complaint. Thank the person for giving you the opportunity to identify the problem and work on rectifying it. Chances are you will keep that person as a future client or at least reap the benefits of a referral.

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OCTOBER 8, 2010

Educate the customer on proper care; a typical owner’s manual consisting of hundreds of pages isn’t likely to be read by most new car owners, so keep it simple. They stated that customers stay with manufacturers as long as the new warranty lasts, and then move on to independent service providers.

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OCTOBER 4, 2010

I don’t have a microphone to speak with anyone directly from my laptop, but I did note that I could only hear every other word Tina stated even though I had the volume turned up to the maximum level. Personal shoppers are able to demonstrate product features, describe details, and help customers to navigate the web site.

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MARCH 24, 2009

I saw multiple people with “Disney Research&# logos on their shirts and was asked to participate in two simple surveys during the day I spent at Disney. You don’t have to buy anything besides the park admission ticket if you don’t want to. Employees are everywhere. Disney does a lot of research.

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Customer Service Etiquette 2006 Holidays 40

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JUNE 30, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer service procedures and social media preparation Cheryl June 30, 2010 Customer Satisfaction , Little Things, Big Differences , Proactive No Comments You wouldn’t jump into a swimming pool if you didn’t know how to swim. At a local.

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APRIL 29, 2010

It isn’t a “given&# that your flights will leave on time, but at least it whips up an inkling of transparency for the airlines. The technology used in this industry is highly sophisticated but when it comes to customer service, technology doesn’t seem to be of much help. Tarmac delays.

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MARCH 3, 2010

2 Responses to “The 2010 Fanati Award&# Tim Sanchez said: Mar 03, 10 at 5:40 pm Yikes, we (ABIS Consulting Group) are a Rackspace customer and I didn’t even know about this award! Like most companies that excel at customer service, Pet Relocation knows what it has to do in order to impress its customers.

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