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Why Big Business Has Customer Service All Wrong (and how small businesses can take advantage of it)

Tips From T. Marie

I’m a stickler about customer service. I have experience serving and helping others, so when it comes time for me to be the customer I have high expectations. This morning I read Seth Godin’s latest blog post entitled, Please Go Away in which he talks about the way most big businesses deal with customer service.

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How to Save Money on Your Car Insurance

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Carrying more insurance than your state’s minimum requirements is generally recommended since accidents can get expensive, especially if someone is seriously injured or has a lot of property damage. Ensure you get the same types and levels of coverage in each quote to make a direct comparison. And don’t automatically select the lowest price.

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When businesses decide to neglect customer service

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Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? In a study from CRM Guru, bad customer service accounts for 70 percent of customer attrition followed by poor quality at 30 percent, price at 25 percent, and functionality at 15 percent.

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The attitude of customer service

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Projecting the right attitude when delivering exceptional customer service makes a big difference. My initial impression most likely will be affected by the friendliness and kindness of the customer service agent; whether it is my first experience on the phone, by email, or in person.

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How not to act when customer service fails miserably

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This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

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When a customer service representative is limited to talk time

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Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time. Not only does customer service suffer, but the stress and pressure on an agent has an effect on job performance.

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5 Habits to Help You Handle Rejection Gracefully

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Pick up the phone, knock on the door, reach out to those people, and go for what you want. Objections: They read you a laundry list of what’s wrong: why the competition is better, your product is too expensive and your customer service is lousy. Pick up the phone and let’s make some money! That’s the easy part.