Make or Break Moments

JANUARY 26, 2010

Someone asked him if people took advantage of Nordstrom’s famous return policy. He went on to say that only about ten percent of their customers took advantage of Nordstroms policy to make customers happy. “You don’t make policy based on ten percent,&# he was quoted as saying. “You make policies based on the 90%.&#

Customer Service 100

Customer Service 2009 2008 Policies 100

Make or Break Moments

SEPTEMBER 3, 2010

It doesn’t sound like this is a location edict, but more of a companywide policy. “It used to be $75 but the bad checks were so much that the company said we can only take checks up to $40.&# The company gets their money and I’m not inconvenienced. Sounds like a personal problem.

Credit Card 100

Credit Card Customer Service 2009 2008 100

Make or Break Moments

AUGUST 25, 2010

How do YOU feel when you call a company and are greeted by a machine that says “please listen carefully as our menu options have changed,&# and so on? For me the worst is the company that thinks it is really HIGH TECH and you are suppose to SPEAK your options. Is the first thought “Oh no, here we go again.&# Good stuff.

Phones 100

Phones Customer Service 2009 2008 100

Make or Break Moments

AUGUST 27, 2010

Then it is appropriate to say “do you know anyone else who might benefit from the experience you’ve had with our company.&# I wouldn’t do it at the end of the sale, I would wait until a little time has passed so that any additional needs or issues can be addressed and met.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

DECEMBER 18, 2009

How often do we follow the rules and policies to a tee and make our customers suffer the consequences? When we talk down to our customers, use company jargon, don’t listen carefully to the issue we run the risk of making our customers feel stupid. I limped out of there bordering between anger and tears over a stupid exercise.

Customer Service 100

Customer Service 2009 2008 2010 100