Killer Customer Service, or Customer-Killer Service?

Customers Rock!

Unable to do that due to the aforementioned company policy (and with no other potential trips on the horizon), my friend lost his accrued points (and a future flight to Europe). Customers are watching the actions of your company. Are they helping your customers to buy more from you?

More practical customer service training needed for Comcast

Dumb Little Man

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.

‘WOW’ customer service has to be reliable and consistent

Service Untitled

With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service? The customer service representative was exceptional and spent the time trying to figure out what replacement cushions would have the best result.

U.S. airlines improving customer service?

Service Untitled

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. Possibly Related Posts: Customer service ratings for airlines during Hurricane Irene If you had to cancel your flight because of Hurricane.

Take lessons from the leaders in customer service

Service Untitled

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.

Book Review: The Customer Service Survival Kit

Service Untitled

The Customer Service Survival Kit was written by Richard S. Chapter One begins with the “uh-oh” moment; one most of us in any service oriented business has encountered. So what are the ways to defuse angry customers?

Is your customer service “naughty” or “nice?”

Service Untitled

Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.”

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

Service Untitled

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.

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.

I’m telling my friends about the bad customer service

Service Untitled

At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service. So who do we tell about bad service? Still imagine all the damage this entire bad customer service experience has had on the business. Some organizations seem to have misplaced the concept of customers first.

Building a business culture to deliver the best customer service

Service Untitled

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?

Has the holiday shopping season started off with quality customer service?

Service Untitled

Hardly sounds like much customer service was going on. Dozens of surveys state that customers will pay more for a better customer service experience. But even though the sales were huge, the shoppers all agreed on what they look for in outstanding customer service.

The top ten retailers for best customer service

Service Untitled

The National Retail Foundation along with American Express listed the top ten retailers for best customer service selected by shoppers in their sixth annual Customers’ Choice Survey. Lands’ End gives repeat customers faster service.

A few lessons learned from new PayPal president David Marcus

Service Untitled

Of course, with corporate duties and other upper tier responsibilities, the waters of dealing directly with customers often are muddied, but it’s obvious executives still need to tune into what is going on for all levels of business. Received lousy customer service?

2012 60

Give customers what they want

Service Untitled

Southwest Airlines topped all of their rivals again in the American Customer Satisfaction Index produced by the University of Michigan’s Ross School of Business. Now in organizations based on strict FAA regulations, safety standards, and planned flight routes, etc.,

2011 53

Leading and Working with a Multi-VA Team

Denise Aday

I do so because a) I like the transparency and ability for clients to see exactly what they’re paying for and b) it’s actually a service item. We juggle quite a lot for our clients and process a high volume of communication, so this is a billable service unto itself that doesn’t belong in overhead. Feature this in service packages. Things that require highly specialized knowledge and have legal ramifications I just won’t bring in-house as a service offering.

2010 54

Using Twitter to get a company’s attention

Service Untitled

After Armstrong tweeted about his experience, a Southwest Airlines customer service representative contacted him and arranged to get the couple on the next flight out, and in their public statement said: “We reached out to apologize for this Customer’s experience.&#.

In the fiercely, competitive struggle of fashion and service, Burberry does it well

Service Untitled

For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Match that with their online collections, excellent return policies, concierge service, and alteration facilities, the customer experience keeps you smiling and relaxed.

2013 61

Can’t get much customer satisfaction with Facebook

Service Untitled

Just this week the American Customer Satisfaction Index partnering with ForeSeeResults polled 70,000 users of websites and social networks including Facebook, Google, CNN and Wikipedia. Facebook has become a ubiquitous part of our national culture – like it or not.

How to deal with angry online customers

Service Untitled

No matter how hard any of us try to deliver the best products and the best service, something can always go awry. Take steps to resolve the problem in the future, but do something to assuage the anger and frustration of the customer. Communicate with your customers.

2011 62

How to Create the “VIP Experience” for Your Clients with a Welcome Packet

Office Organization Success

Whether you’re a coach, VA, or other service professional when you work one-on-one with your high-end clients you need to develop the “VIP experience” so that your clients feel that they are more than “just another client”. 3 Simple Steps to Creating Your Own Customized Marketing Action Plan.

2014 230

The Customer is Not Always Right

On The Job

The customer is always right.” Good service is what keeps the customer.” If a customer is snotty to an employee, too bad. If a customer tries to return merchandise that violates the return policy, the employee must remember “that the customer is always right,” even if it causes him or her to lose a commission. What can managers do to help keep customers while not placing more stress on workers? “Smile.” “The

2008 100

Service Untitled» Blog Archive » Customer Escalations and You

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

2009 40

Your three-step blast-away to avoid freelancer burnout | Men With Pens

Men With Pens

They work on projects, they do their own customer service, their own customer management, their marketing and networking, their project scheduling, admin and bookkeeping. Are You Turning Away Customers By Sounding Stuffy or Stroppy in your Web Copy?

2010 77

Service Untitled» Blog Archive » Create a vision for excellent.

Service Untitled

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

2010 54

How to Create the “VIP Experience” for Your Clients with a Welcome Packet

Office Organization Success

Whether you’re a coach, VA, or other service professional when you work one-on-one with your high-end clients you need to develop the “VIP experience” so that your clients feel that they are more than “just another client”. This goes beyond the professional, courteous, customer service that is part of your business but extends into the “experience” of your business – it’s about how you make your clients feel and the experience they get as a result of working with you.

2009 143

Service Untitled» Blog Archive » Employee satisfaction a key to.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication.

2010 57

Put Customers Before Profits

Make or Break Moments

Glenn Ross at All Business published a post called How to Lose Customers and Fail at Business which consists of a 20 question true/false quiz. The quiz is divided into three sections: Employees, Online Presence and Customer Interaction. with customers in the call center?

2010 142

Consumer Reports’ naughty and nice list for holiday shoppers

Service Untitled

The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Their website does not offer a customer service phone number.

A Guide to In-Line Lists

Daily Writing Tips

This post describes how to organize in-line lists, those that occur within a sentence, as compared to vertical lists, those organized by setting the items on the list apart from each other, distinguished by numbers, letters, or other symbols, on consecutive lines.

2018 63

Eco-Friendly Business Promotion Techniques for 2013

Eco-Office Gals

But aside from reaching out to new customers through these popular online and mobile platforms, you may be interested to know that they are a virtual wellspring for promotions. Many feature products that are recycled, organic, sustainable, and even biodegradable. Customer service.

2013 169

Is Using Social Media at Work a Good Idea?

On The Job

Further, studies show that employees allowed to use social media on the jobs help drive profitability, improve customer service – and contrary to employer fears – may help workers do their jobs better.

Work on improving customer experiences

Service Untitled

The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - Customer Satisfaction Little Things, Big Differences

2010 57

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

Service Untitled

Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? 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. The company now claims to have organized a Down Task Force establishing a traceability system of new procedures.

2012 52

Self Defense for Admins

The Office Professionals Place

Soft Skills Soft skills include being able to handle customer service issues and basic, appropriate, and effective interaction with co-workers, clients and customers, and management. You must be able to communicate effectively with your colleagues, boss, and customers.

2009 163

Evaluating Benefits 101 – Comparing Premium Costs is Just Not Enough

Small Business CEO

While this notion is typical, utilizing an outsource HR vendor or Professional Employer Organization (PEO) can change the dynamics for the better. The multi-generational composition of most workforces demands that a company’s benefits package allow for customization.

2013 95

Grow Your Business With These Eight Processes Every Business Should Have

Productive & Organized

"  The activity of organizing and writing down key activities and when they need to get done is critical to your ability to grow your business and thrill your customers.   Put the process into place and then work it until it becomes a habit--a part of your organization

2011 261

The keys to customer retention

Service Untitled

There are two main reasons an organization is likely to lose customers; the competition has a better offer or the customer is unhappy. Even though a company might offer the best price around town, if service is shoddy the customer is likely to leave.

2010 63

CRM Magazine's Small Business Suite CRM Winners

Small Business Labs

Defining Small Business Innovation 2010 Top 10 Small Business Trends Intuit Future of Small Business Resources The Changing Face of Entrepreneurs The Connected World of Entrepreneurs Disclosure Policy Emergent Research works with corporate, government and non-profit clients.

2010 147

High Performers Versus Low Performers - 7 Ways to Tell the Difference

Productive & Organized

Productive & Organized Home Contribute to P&O! Work With Stephanie « Office Organization - 5 Steps to Setting Up Your Core Systems | Main | Free Yourself From Car Clutter: Five Easy Ways To Keep Your Car Organized When Traveling » High Performers Versus Low Performers - 7 Ways to Tell the Difference (Guest Post: Barbara Brown, PhD) What's the difference between a high-performer and low-performer? Archive Network with Steph Is This You?

2010 109

How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience. For example, if you want to improve the wait time for customers, it is important to measure what the current wait time is. A ct: If the plan worked, standardize the change and write policy.

2011 41

Three Tips - Preparing for Economic Recovery

Small Business CEO

Do you lack the bench strength and infrastructure to support significant customer and revenue growth? If your IT infrastructure isn’t ready, slow response and downtime can result in lost opportunities for new customers as the recovery takes off.

2010 73

Expectations For Your Outsourcer to Reduce Your Risk

Small Business CEO

Horrendous customer service created productivity issues. In another case, the organization picked an outsourcer based on a board member’s recommendation. For a mid-sized organization, not so much. Policies and Procedures.

2011 78