Guest Post: Ritz-Carlton Customer Service Secrets

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The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs.

How to improve customer service in the digital world

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They also promised to have more in-house personnel to assist customers and to become more efficient. So how can Wells Fargo and other institutions or businesses become more customer service friendly? Why not make call centers more customer friendly?

Customer service agents are also sales people

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Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing.

The silent exit of poor customer service

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Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. So what are some of the more obvious signs of poor customer service that silently drive customers away?

How ramping up customer service is paying off for Home Depot

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After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers. So what are these home improvement giants doing to improve their customer service?

Take lessons from the leaders in customer service

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There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer service mediocrity.

Providing the customer service that your customers deserve

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Shopping for products and services are no longer defined by the hours between 9:00 a.m. Regardless of how customers choose their shopping venues, outstanding customer service still sets organizations apart from their competition.

Best Buy customer service still at odds

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Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online.

Building a better customer service experience with expert branding

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We all know who our favorite designers are, our favorite beverages, and our favorite services. That doesn’t happen by chance, but rather this branding is the result of our own personal, repeated experiences and our perceptions of these products or services having been the best.

Counting down holiday shopping days: Great customer service needed

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What we don’t like however, are problems with the merchandise or services we purchase. Therefore customers are more likely to shop at the competition when customer service perfection fails. Here are the top three: Be enthusiastic when customers enter your store.

The need to improve customer service in our schools

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School districts are obligated to deliver good customer service. Beginning with the Superintendent and the Board, customer relationships with parents and students should be approachable and reliable. Customer Satisfaction Customer Service Little Things, Big Differences

What happened to customer service at Sears?

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According to online surveys, over 80 percent of customers now give Sears poor customer service grades citing reasons of inept management, unreliable products, poor customer service, and a profound lack of employee training. billion in 2012.

What Mickey Mouse can teach us about customer service

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By 1996 the organization offered business programs and currently sends representatives all over the world teaching Disney’s best practices of leadership, management, customer service, and loyalty.

Transportation Security Administration criticized for poor customer service

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It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument.

Walmart’s dismal customer service scores drive customers away

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Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” Even Walmart’s e-commerce scored a low 78 out of 100 for performance during the 2012 holiday season.

Celebrating National Customer Service Week by honoring the best

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It’s no coincidence that National Customer Service Week is celebrated this late on the calendar; it’s the unofficial launch of the biggest shopping experience of the year as the holiday season closes in and shoppers start counting down the days to family and friend celebrations.

Employ more customer service options to provide a concierge level of excellence

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It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service.

The importance of customer service in city government

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The non emergency city and local call centers of 3-1-1 are a popular one-stop shopping conduit for citizens to report or question issues relating to city services. By 2012, city records show the service has handled 4.5

Lack of professionalism from airline attendants reflects badly for customer service

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And as one passenger asked what ever happened to customer service or even the rights of passengers, it would seem that American Eagle had no idea as to the answer. No matter what the industry or the government regulations, customer service is expected.

Medicare forcing hospitals to improve their customer service

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In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. They are demanding the entire hospital staff attend customer satisfaction seminars.

Americans changing banks because of fees and poor customer service

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percent of customers compared to 8.8 percent of customers lost in 2010. I doubt many customers have forgotten the Bank of America announcement of charging a monthly fee for debit card users last year.

Social CRM: An Idea Whose Time has Come?

Customers Rock!

Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM. But consumers are taking service issues to social channels in ever growing numbers.

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Building a business culture to deliver the best customer service

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These are the organizations who have figured out how to delight their customers and even make them smile. After all isn’t the Zappos’ motto “powered by service” incredibly motivational which delivers a message of trust and reliability?

Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. One of the largest areas where companies can find significant returns on their social media investment is in customer service and the use of online branded communities.

Why You Need to Grab for Training Opportunities at Work

On The Job

When your boss offers you more training, your immediate response may be to decline. More training? Now, instead of complaining, more companies are beginning to train employees for the skills they need. So how do you position yourself to be selected for more on-the-job training?

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Travel Tips for Your Administrative Professionals Conference or Training Event

Office Dynamics

I also host a high-end training program for executive assistants and administrative assistants called World Class Assistant , in Las Vegas. for a full day at a conference or training. The engineers often come into the room while I am at dinner or off to my training session.

Administrative Professionals Conference or Training Event Travel Tips

Office Dynamics

I also host a high-end training program for executive assistants and administrative assistants called World Class Assistant , in Las Vegas. for a full day at a conference or training. The engineers often come into the room while I am at dinner or off to my training session.

Building a successful business requires customer loyalty

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Every successful business has to attract customers or clients. We need to persuade them to purchase our product or service, buy a lot of our product or service, return to do more business with us because they were pleased, and then tell their friends and family how great we are.

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How to treat bad comments on social media sites

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Social media customer service is the quickest way for organizations to handle customer complaints, but it’s for all the world to see and can definitely have some negative effects on a company’s reputation.

You only have one chance for a great first impression

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Making a really poor first impression with your customer is almost a guarantee that you can wave goodbye to business in the future, and sadly there are days when the best laid plans of employees and their well rehearsed skills go awry.

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Are mobile devices serving customers properly?

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It was only a matter of time before retailers were able to provide customer service giving consumers a more direct route to resolve problems than either visiting the brick and mortar establishment, on the phone, or in front of the computer.

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How to keep your customers from leaving you

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A surprisingly high statistic from the Research Institute of America (RIA) states an average business will never hear a word from 96 percent of their unhappy customers whose complaints range from poor service, rudeness, to discourteous treatment.

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Learn How to Manage Your Boss

Ian's Messy Desk

Supervisor recommendations carry a lot of weight when it comes to decisions about raises, promotions, training resources and even job references. Employees , consider your immediate supervisor as an important internal customers. Treat your supervisor as your most important internal customer and offer exceptional customer service. No matter where you work, you report to someone – maybe even to two or three bosses.

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Interview with Rob Siefker of Zappos – Part 1 of 4

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To get this information, I spoke to Rob Siefker, Director of the Zappos Customer Loyalty Team. In part one of this four part interview, Rob talks about what he does at Zappos, how the company handles operating 24/7, what the training process is like for Zappos employees, and how the company makes the most out of cross-training its employees. Service Untitled: So tell me about your role and what you do at Zappos. Service Untitled: Great. Service Untitled: Okay.

Interview with Rob Siefker of Zappos – Part 4 of 4

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This is the fourth and final part of my interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. ” Service Untitled: So I read somewhere that core values are incorporated into reviews at Zappos? They know how they’re doing with their service level goals, their attendance, what other types of skill set goals they have. Service Untitled: So if they take a finance class, that’s obviously for their betterment, not necessarily for pay increase.

Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business

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Mr. Shapiro’s organization provides research, training, and consulting services to Fortune 500 corporations on how to improve customer service. The author presents examples in each chapter in order to highlight the advantages of nurturing customer relationships.

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Exceptional Client Care Goes Way Beyond Your Services List

Step It Up VA Coaching

Of course you are committed to providing your clients with the services they contract with you for, and to the best of your ability. But what sets you apart from other businesses providing similar services just as well? And they’re things that are not always mentioned when we talk about customer service. What I’m talking about is more than just good customer service. by Donna Toothaker.

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Interview with Rob Siefker of Zappos – Part 3 of 4

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This is the second of a four part interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob talks more about the service metrics that Zappos tracks, how the company empowers its Customer Loyalty Team Members (and has avoided bureaucracy), how escalations to managers work at the company, how the Zappos compensates its employees, and the extensive continuing education programs employees have access to at Zappos and how they work.

Sales Psychology – Tapping the neuroscience of trust

The Shrink for Entrepreneurs

Entrepreneurs need trust like a fish needs water – in deal making, customer satisfaction, investment and more. The minds of our customers. When your customer’s oxytocin levels are high, they’re more likely to trust you and buy your stuff. Do you trust me?

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Sales Psychology – Tapping the neuroscience of trust

The Shrink for Entrepreneurs

Entrepreneurs need trust like a fish needs water – in deal making, customer satisfaction, investment and more. The minds of our customers. When your customer’s oxytocin levels are high, they’re more likely to trust you and buy your stuff. Do you trust me?

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How we worship our satisfied customers

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With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer did reportedly purchase a pair of Ugg boots.

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Your Web Site has gone - Reality!

Catch Friday

At the time I was on a train from London to Colchester to see my lawyer, and thought I would not get on Godaddy to the evening. I have been with Godaddy since 2005, and loved there 24 hour service and technical staff, but what the heck had happened and what kind of customer service is this? My Virtual Personal Assistant told me last Monday morning that my website Catch Friday Media was down.

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Social marketing 101: respond to your customers about social issues too

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Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? Nowadays businesses are either riding the social media train or stranded at the depot. Clients and customers love the personal touch and having the ability to comment on an issue; the problem arises however, when no one from the company responds back or follows up on a complaint, lack of service, or even a social issue.

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