Service Untitled

MARCH 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer focus development Cheryl March 26, 2010 Customer Service , Hiring & Training , Proactive , Service Untitled 3 Comments Customer focus is more than just adding directions to your company’s mission statement or sending everyone to training.

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Customer Service Training Etiquette 2010 40

Service Untitled

AUGUST 27, 2010

The successful company focuses on its customers, and in order to do that, leadership has to be involved and focused on improving employees and all business processes. Senior managers have to be involved, instead of just delegating training to lower-level managers. So how does a company become process-focused?

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Customer Service Suppliers Etiquette 2010 40

Service Untitled

OCTOBER 26, 2010

More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. It’s going back to basics that drives the train of success. Companies may have larger, more inviting stores, but providing superior service is still what sets apart Zappos from ABC Shoes.

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Customer Service Etiquette AT&T 2010 40

Service Untitled

MARCH 31, 2010

Toll collectors need to have customer service training also. What would be the results if a company used representatives who insulted, assaulted or told customers to “die&# on the road?

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Customer Service Etiquette 2008 2009 40

Service Untitled

OCTOBER 8, 2010

Ford claims that going to a dealer for work outside of the new warranty period may initially present as being more expensive, however in the long run the dealers have better processes, training, and parts as to Ford products. Customer relationships are based on a company’s service especially in the auto industry.

Customer Service 40

Customer Service Expenses Purchasing Etiquette 40

Service Untitled

JULY 7, 2010

The first stage of Relationship Care concentrates on existing employees and increasing their training by 20%. Classroom instruction, live training, coaches and coaching while directly responding to customers help representatives capture the mood of the customer and be better equipped to listen and know how to respond. At a local.

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Credit Card Customer Service Postal Service FedEx 40

Service Untitled

AUGUST 12, 2010

Customers may leave because they don’t like your product, their friends have influenced them to move to another company, or the competition simply has you beat, but according to statistics, most customers leave because of a change in attitude or indifference by the business.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

FEBRUARY 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Publix on top of American Customer Satisfaction Index Cheryl February 19, 2010 Culture , Customer Satisfaction , Customer Service , Specific Companies No Comments In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services.

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Customer Service Purchasing Etiquette 2010 40

Service Untitled

AUGUST 5, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

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Customer Service Skills 2004 Etiquette 40

Service Untitled

MARCH 10, 2010

Humor seems to always appeal to the masses, and the new Zappos commercial successfully calls attention to the company by creating the perfect juxtaposition of funny puppets speaking over the phone and cleverly incorporating a customer service message. All of the writings are entered into an unedited book and distributed to the staff.

Customer Service 40

Customer Service Interviewing Etiquette 2010 40

Service Untitled

JUNE 30, 2010

Remember train, train, train. A company therefore needs to be unified before ever venturing out into the world of Facebook or Twitter Employees need to know who will be handling customer support, who will be addressing criticism and negative comments and even what kind of rewards will be offered.

Customer Service 40

Customer Service Social Media Mentoring Etiquette 40

Service Untitled

OCTOBER 29, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Look after your staff and they will look after your customers Cheryl October 29, 2010 Customer Service , Employees , Specific Companies No Comments Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization.

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Customer Service Interviewing Etiquette 2010 40

Service Untitled

APRIL 2, 2009

A lot of companies don’t really track contact volume objectively. If Mondays at noon are usually busy, then the company increases staffing accordingly. Some companies need to staff more in the beginning of the week, others seem to be busier at the end of the week. What contact volume metrics do you track?

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Customer Service Etiquette 2006 2009 40

Service Untitled

SEPTEMBER 27, 2010

It becomes a finely honed combination of quantity and efficiency developed by knowledge of the product, understanding the needs of customers, training, and the support tools available to the customer service team. In a call center, there are super stars, top performers, middle of the road workers, and low performers.

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Customer Service Etiquette 2010 2006 40

Stephanie LH Calahan

MARCH 25, 2011

In addition to the name, phone numbers, company, and e-mail, include where and when you met the person, who introduced you, and why you might want to contact him/her in the future. Thanks to Peter Coombs of FRONTLINE Training & Consulting. A pile of business cards is simply clutter. How do you turn them into actionable information?

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Business Cards Networking ASAP Etiquette 100

Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Service 40

Customer Service Training Etiquette Confidence 40

Service Untitled

OCTOBER 25, 2010

It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. The expansion of the social media therefore requires companies to be aware of what is being said about them and who is saying what about them. It can give the names of their children or favorite charities.

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Social Media Customer Service Etiquette 2010 40

Service Untitled

JUNE 8, 2010

That teamwork eventually evolved into a company boasting 62,000 support personnel, 7,000 branches, and 800,000 vehicles. Regularly surveying customers, but keeping questions targeted to one specific area could evaluate the company’s progress. Included in the training were steps to turn angry customers around.

Customer Service 40

Customer Service Staples Etiquette 2010 40

Service Untitled

JANUARY 29, 2010

My friend Tom lives in the South Florida area and provides the personal touch; his company is small and local which gives him intimate knowledge of the immediate marketplace. Two years later, that same homeowner where Tom apologized and rectified his mistakes called for Tom’s company to do a job for her.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Customer Service 40

Customer Service Self Esteem Suppliers Payroll 40

Service Untitled

SEPTEMBER 13, 2010

Employees need to be better trained and rewarded for exemplary customer service behaviors using team awards, benefits and senior management acknowledgments. Organizations need not be defensive, and should help employees learn and train what will make the customer experience better.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

SEPTEMBER 9, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

Customer Service 40

Customer Service Purchasing Etiquette 2010 40

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. A lot of companies are in fiercely competitive industries.

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Customer Service Etiquette 2006 2009 40

Service Untitled

APRIL 22, 2010

Internal customer service provides our coworkers within our company information or services. For instance, in the real estate business someone from our marketing department asked me today to attend a woman’s business luncheon and represent our company for a charity fundraiser. Don ‘t withhold relevant information.

Customer Service 40

Customer Service International Etiquette 2010 40

Service Untitled

OCTOBER 1, 2010

Kathy Garcia of The Job Training Center speaks about this year’s theme which is ‘A brand new experience.’ ’ Branding used to be just associated with a company logo or a business card, but that was 20 years ago. Once companies have decided on their central focus, they work on building brand equity.

Customer Service 40

Customer Service Etiquette Social Media 2010 40

Service Untitled

SEPTEMBER 15, 2009

Training representatives and putting processes in place to avoid blind transfers is not rocket science, but a majority of companies still do blind transfers more often than not. If your company is doing any of these things, think of ways to change that.

Customer Service 40

Customer Service Verizon Staples Phones 40

Service Untitled

OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

Customer Service 40

Customer Service 2010 Suppliers Etiquette 40

Service Untitled

AUGUST 31, 2009

One thing I noticed after I ordered something I didn’t actually need was that Amazon has what is probably the simplest return process I’ve ever seen from any online company. This isn’t surprising given how Amazon works in general, but it’s an excellent return process that any company could learn from.

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USPS Customer Service Etiquette 2006 40

Service Untitled

MAY 15, 2009

Some companies go all out and have glass or otherwise transparent/translucent walls and really fancy office designs that are specfically laid out to encourage openness and free communication. A lot of companies underestimate the importance of the physical layout and design of their workplaces.

Customer Service 40

Customer Service Etiquette 2006 2009 40

Service Untitled

APRIL 30, 2009

Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient. Think about some of the ways you can share more company information with your employees.

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Office Depot Customer Service Etiquette 2006 40

Service Untitled

MAY 26, 2010

Guest Writer May 26, 2010 Culture , Little Things, Big Differences , Specific Companies No Comments We’ve all heard the saying “it starts at the top.” Typically, it’s in reference to how the attitudes of company leaders determine the attitudes of that company’s staff members.

Customer Service 40

Customer Service 2010 Etiquette Social Media 40

Service Untitled

AUGUST 10, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives A customer service lesson from a JetBlue flight attendant Cheryl August 10, 2010 Angry Customers , Customer Service Experience , Specific Companies No Comments A JetBlue flight attendant made all the headlines yesterday when he freaked out on a passenger.

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Customer Service Etiquette 2010 2006 40

Service Untitled

MARCH 3, 2010

Like last year, I want to do a brief writeup on the companies and the process. Videos let you see (literally and figuratively) what companies do and how they work. They’re also interesting because they are more reflective of the type of culture the company has. The winner this year was a company called Pet Relocation.

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2010 Customer Service Etiquette 2006 40

Service Untitled

FEBRUARY 17, 2009

A company I work with now uses the software the general method I outlined in my post. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses. As soon as the company bought the software and got it working, they never looked back. How can you make them easier for people to do?

Customer Service 40

Customer Service 2008 Etiquette 2006 40

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

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Credit Card Customer Service Etiquette 2006 40

Service Untitled

APRIL 6, 2010

It’s that positive attitude that shows customers the company cares about them. Employees still should be able to adapt their own personal style and adapt it to the company’s advantage. Don’t get carried away with company terminology the consumer has no idea what it means. Never get angry with a customer.

Customer Service 40

Customer Service Etiquette Phones 2010 40

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas. I’ve been to Disney plenty of times before, but I think this is will be my first trip there since I started my blog.

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Customer Service Etiquette 2006 2009 40