Tech Fest 2014 and excellent customer service

Practically Perfect PA

We also knew that ExCeL has a fantastic reputation for customer service and their staff really understand the difficult job of organising events. I work with a really creative Events Manager and sometimes his ideas can be somewhat left field. During the course of Tech Fest we had a dedicated onsite manager who was available to us in case we needed anything from the venue. If you knew my rather demanding Events Manager you would know that was high praise indeed!

2014 163

4 Top Ways to Provide Superior Customer Service

Small Business CEO

Customer service is vital to the success of a company in any industry. Poor customer service can lead to lost customers, low levels of customer loyalty, and bad publicity. Unhappy customers tend to talk, whether to their friends and family members or in the form of online reviews. No matter how you look at it, customer service should be one of your top priorities as a business owner or manager.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Customer Service Through Social Media: The game has changed

Customers Rock!

Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers. The rise of social media has changed customer service beyond recognition. In today’s competitive landscape, customer service is more important than ever.

Customer Service – The Small Business Advantage!

The Small Business Blog

Customer service is one of the few great advantages that a small business has over a larger competitor. Although they are unlikely to be able to compete on price, they have the potential to provide a far more personalised and caring customer care experience. Without the correct customer service tools, it can be diffficult for any small business to cope. This is especially difficult if you share customer service responsibilities with other members of staff.

Take a Customer Service Approach to Retain Employees

Office Dynamics

Four ways to use the customer service approach to retain employees. Outspoken billionaire and founder of Virgin Airlines Richard Branson once said that employees come first in a company, even before customers. Research into employee retention and job satisfaction takes Branson’s words a little further, recommending that the same customer service techniques used by successful companies should be used on employees.

Surprise! Your Customer Service Ain’t All That.

Tips From T. Marie

A recent article on Small Business Trends explains that although you may believe you and your business are providing excellent customer service, chances are your customers/clients aren’t exactly on the same page. In fact, when GetFiveStars.com founder Mike Blumenthal conducted a survey, although business owners themselves believed that 75% of customers were experiencing excellent customer service, the customers themselves had something else to say.

BYOD Improves Customer Service Workflow

Office Dynamics

Imagine being able to assist customers from the comfort of your own home, or even better, imagine being able to reach a customer service representative without having to be put on hold. These two concepts have the potential to become a reality with the latest trend in customer service, BYOD or "bring your own device." BYOD could be the one of the customer service solutions the world of communication and customer service have been waiting for.

Guest Post: Ritz-Carlton Customer Service Secrets

Service Untitled

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. Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. Have a written service strategy.

Customer service reality show?

Service Untitled

In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. I admit I sometimes get hooked on reality shows; American Idol, New Jersey Housewives, and a few others, but now we make way for hidden cameras and mystery shoppers as the lack of customer service is exposed for all the world to see. She rated 90 percent of businesses as not putting the customer first.

Bad customer experiences make customer service mistakes harder to forgive

Service Untitled

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Statistics tell us that bad customer experiences are shared twice as much as good experiences, and the vast majority of bad service is vocally transmitted to family members, friends, and then coworkers. Bad experiences need to be managed separately; the loyal and the satisfied are already there.

Small businesses and the importance of outstanding customer service

Service Untitled

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. In the neighborhood deli, your favorite flavor of coffee cream sits waiting for you in the refrigerator, and at the office supply store the owner knows the brand of your copier and offers you a 10 percent discount because you are a regular customer.

Customer service representatives are heroes too

Service Untitled

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. Little did Ford know, however that Petrosini had just informed her manager who in turn contacted the local emergency response team. Good service valued over good food?

When businesses decide to neglect customer service

Service Untitled

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. Even in huge industries, the cost of keeping existing customers is still far less expensive than recruiting new ones.

What happened to customer service at Sears?

Service Untitled

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. Customer service begins with employees who want to be working and doing their best. Take lessons from the leaders in customer service If I have a problem with Comcast, I am obligated.

The silent exit of poor customer service

Service Untitled

Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. According to First Financial Training Services and the White House Office of Consumer Affairs, only four percent of dissatisfied customers ever complain making the other 96 percent essentially ripe for the picking when another company offering similar services or products appear in the horizon.

How to help call center representatives improve customer service

Service Untitled

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a particular organization or service, statistics show calling is still the most popular method of communication when a customer or client has a problem.

How ramping up customer service is paying off for Home Depot

Service Untitled

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. Whereas the smaller Ace Hardware organization who has always been customer-centric towards the homeowner and known for their exceptional customer service, the larger companies have now joined in to improve their own customer service scores.

Good Customer Service Can Go A Long Way | THE SMALL BUSINESS BLOG

The Small Business Blog

WinWeb – Your Office Online Simply the best way to manage your small business! 1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." autoresponder-marketing.simplycast.com Paul Feakins All very good tips, especially finding out what your customers. But, what makes good customer service?

2010 109

The attitude of customer service

Service Untitled

Every day we see customer service in action. Those are the customer experiences we seem to remember the best. Some companies have consistently provided exemplary customer service, and obviously it’s hard to replicate because those experiences and attitudes are what makes these organizations stand out from the crowd. It’s also not just about the training since this kind of attitude starts with the person; the ultimate attitude of service.

Book Review: The Customer Service Survival Kit

Service Untitled

The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. Chapter One begins with the “uh-oh” moment; one most of us in any service oriented business has encountered.

Complain constructively for better customer service

Service Untitled

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Statistically, or at least according to the Accenture survey of 2010, two-thirds of the respondents stated that customer service is a significant issue, and over half of consumers are not willing to compromise.

Don’t cut the customer service budget

Service Untitled

The economy leaves customer service budgets strained, and more than one company has trimmed their services back, but according to the Institute of Customer Service, chief executive Jo Causon, quality service is even more important in times like this. While other off-airport parking facilities used less shuttle services, Pasley kept his going. Any organization can take cues from Jason Pasley’s for their customer service business plans.

Better banking customer service please

Service Untitled

Except for well-paid banking executives, I doubt there are many people who would not agree that banks need to improve their customer service skills. While everyone will agree the objectives of any business are to make a profit and satisfy customers, the first aim needs the second aim to achieve results. Banks are falling short of satisfying customers, and therefore a favorite pastime of the American public and beyond is “bank bashing.&#.

How to deliver happiness with customer service

Service Untitled

It was beyond just satisfied; you as a customer were particularly delighted. With that feeling in mind, how can an organization delight a customer? Naturally not every product is going to elicit the release of endorphins, but the customer service supplied can make a profound difference by exceeding customer needs; therefore affecting one’s perception in the most positive way. That was a case in point of customer service far exceeding what I expected.

The need to improve customer service in our schools

Service Untitled

School districts are obligated to deliver good customer service. Every employee should be trained in customer service; monitored and evaluated with the ultimate purpose of improving student achievement, school culture, and in the positive development of teaching and learning relationships. Beginning with the Superintendent and the Board, customer relationships with parents and students should be approachable and reliable.

What Mickey Mouse can teach us about customer service

Service Untitled

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. Their opinions are heard, they contribute suggestions on how to improve service, and are motivated to do the best job they can. Culture Customer Satisfaction Customer Service Employees Little Things, Big Differences Specific Companies

Businesses using Facebook for customer service

Service Untitled

Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Facebook can spot out the latest trends, behaviors, and what the most influential customers are buying.

Rate customer service from your iPhone

Service Untitled

A new customer rating service is now available on your iPhone as Tello officially arrived at the App Store. CEO of Tello, Joe Beninato says the service exists primarily to thank employees for their excellent customer service. How many times have we all been to restaurants or bars and have had great service, but there is too much confusion or it’s too crowded to search out a manager to give the employee a great review?

Dealing with the frustrations of poor customer service

Service Untitled

It’s no exaggeration that most of us have become truly frustrated by poor customer service at least once in our lives. Instead many of us have turned to retaliate against bad service via the use of blogs, Facebook, and Twitter. No doubt public admonishments catch a company’s attention; a good customer image remains vital in any economy, but more so when times are tough. If the customer service person is not helpful, ask for the manager.

Back to the basics for customer service

Service Untitled

Is it really poor customer service or do we as consumers expect too much? Unfortunately, Macy’s customer service was rude and even argued with me telling me that the store never carried the brand, and I could not have purchased it from their store. I would like to think in the ensuing 25 years that customer service has evolved into an appreciation of the customer and her business. I’m looking forward to a great year of customer service.

Businesses using Facebook for customer service

Service Untitled

Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Facebook can spot out the latest trends, behaviors, and what the most influential customers are buying.

More practical customer service training needed for Comcast

Service Untitled

There is no doubt once a customer has surmounted the difficult climb to the higher levels of Comcast customer service that supervisors beat the bushes down to make sure customer expectations are satisfied and even exceeded. The problem is one has to cross the Rubicon before extraordinary service becomes a reality. Everyday more than 50,000 employees are out there trying to please 24 million customers.

Celebrating National Customer Service Week by honoring the best

Service Untitled

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. And in anticipation of the “happiest time of the year,” customer service demands rise to the top of the leader board.

Of car dealerships and customer service

Service Untitled

Jaguar of North America has just been recognized as a JD Power 2011 Customer Service Champion which means they have excelled in their own industry by delivering superior service to their US customers. Part of the criteria used to measure customer satisfaction were the “touch points&# of people, presentation, process, product, and price. According to JD Power, Jaguar is noted for standing out by satisfying customers with new-vehicle sales experiences.

The “Secret” Customer Service Weapon for Small Technology Companies

Small Business CEO

Technology companies are, unfortunately, almost as well known for having poor customer service as they are for their actual products. Small business expert Anita Campbell cited poor customer service for web apps as one of three key issues that needs to be overcome before cloud apps can become ubiquitous in small businesses. Crappy customer service is almost expected from large companies - in software, and beyond. How to Keep Your Call Volume Manageable.

Google enters into customer service industry with Trusted Stores Program

Service Untitled

Critics are saying that Google has entered into the customer service arena which in the past directly contradicts their automated tech abilities and less than stellar customer-centric talents. The introduction of the Google Trusted Stores Program may be the foundation for competing with Amazon someday, but it’s interesting to see Google becoming a customer service representative for customers right down to even offering a purchase protection plan when a sale goes awry.

Tis the season for customer service

Service Untitled

Why not use the opportunity to attract new customers? A customer’s first impression is the most important part of the initial sales experience. That visual appeal of your store, and that smile of the professionally turned out sales person making the customer feel welcome and important sets the tone of the good things yet to come. As an owner or a manager, choose your staff well. Even cashiers can make an impression on a customer.

Service Untitled» Blog Archive » Improving customer service.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving customer service telephone manners Cheryl April 06, 2010 Customer Service , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment That “front line&# telephone introduction can be a positive experience or a virtual punch in the mouth.

Time to outshine your competitors with your customer service

Service Untitled

Customers are just tired of dealing with retailers who ignore customer service while pretending to have it. If I see an advertisement that says, “New and Improved Customer Service,&# doesn’t that already imply there was something wrong with their original service? If an organization claims to make customer service a priority in their business, shouldn’t they uphold to their claims?

Chick-fil-A recipe for excellent customer service

Service Untitled

Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life. In the world of fast food, there has to be a special talent to prepare fast food and still be able to pass out a survey asking a customer to rate taste, speed, attentiveness, courteousness, and cleanliness.

Empowering your employees to deliver excellent customer service

Service Untitled

Let us assume we have a great product, and we have intelligent, competent customer service representatives who want to do a great job exceeding their customer expectations. Most companies begin training customer service representatives with a training manual. If a customer’s request is reasonable, but still out of the ordinary, the answer just isn’t there. And finally empower customer service representatives with support.

Create a training plan that helps customer service representatives succeed

Service Untitled

Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? After all, business owners and senior management need customer representatives to make a positive impact on “social media-savvy customers.&#. Here are some suggestions an organization might consider: Have a training program that helps customer representatives deal with people.

Service Untitled» Blog Archive » Help your customer service staff.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. 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.