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). Keep customers coming back so they will continue to earn points and hopefully continue to spend money with the business. This is most likely intended to help the airline stay top-of-mind with the customer and gently encourage them to book their next flight with the airline.

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.

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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.

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.

Is Customer Service Part of Your Business Process?

Make or Break Moments

Posted by Deborah Chaddock Brown on August 27, 2010 under Customer Moments | 2 Comments to Read I am working on writing a series of articles for a customer on the importance of developing and documenting business systems. But what about the customer service process?

‘WOW’ customer service has to be reliable and consistent

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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. The next morning the call to cancel the order didn’t turn out as it should have, and thus began a lesson in a customer service failure.

Top 6 Secrets To Great Customer Service

Small Business CEO

Each of us has different experiences with customer service; some are good while most that we hear about are just horrible. Businesses, no matter how big or small, need to evaluate how well they are serving their customers.

Ease up on customer service demands during inclement weather

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Spend a few hours in a busy airport and listen as a few narcissistic and petty customers scream profanities at service workers in fast food establishments, airline employees, or transport personnel as if the adverse weather and all of the complications that frequently occur during such times are the fault of the employees. It is the responsibility of airlines and other services to safely operate during severe weather and emergency conditions.

Budget cuts for the IRS result in unreliable customer service

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Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we are all entitled to a better level of public service; at least while we’re alive.

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. Customer service needs to be more than just a smile and a representative having memorized the instruction manual. So what makes a leader in customer service?

Book Review: The Customer Service Survival Kit

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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.

Getting back to the basics of effective customer service

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No matter how quickly technology continues to dazzle us with innovative ways to contact our customers, understand new products, or strive to make purchasing convenient and quick, satisfied customers and our future relationships with them are what keeps our businesses growing. Might we just build trust and more satisfied customers by getting back to basics, and using proven methods of success? Put first things first and prioritize your tasks as to your customers.

I’m telling my friends about the bad customer service

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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.

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

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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.” ” Let us start with the “naughty” category and what customers are most likely to consider a bit underhanded and offensive. Is customer satisfaction exploited by the fine print?

Empowering your employees to deliver excellent customer service

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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.

Service Untitled» Blog Archive » Internal customer service counts too

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Service Untitled The blog about customer service and the customer service experience. Internal customer service provides our coworkers within our company information or services. When customers.

Prepare a strategy for social media customer service

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While good reviews about a company’s product or services may build brand loyalty, a problem with a product or service can quickly escalate and get out of control. That’s where policy procedures come into play.

More practical customer service training needed for Comcast

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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.

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. Customers who feel they have been treated royally will return to spend more money and even pay a premium for products or services. Behind the Scenes Customer Service Little Things, Big Differences

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

Auto insurance companies working on their customer service experiences

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Automobile insurance companies are going all out to please their customers. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer? Insurance companies flood television commercials with proposals for the best services one can imagine. Amid the promises of the lowest cost policies, companies now have new ways to win you over.

Don’t expect customer service from your health insurance company

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California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. So why is customer satisfaction so incidental to health insurance companies?

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? Zappos has worked hard to develop their culture resulting in a high percentage of return customers; a much more lucrative business model than having to find new clients.

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

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Hardly sounds like much customer service was going on. Dozens of surveys state that customers will pay more for a better customer service experience. Customers get turned off if a retail organization gets it wrong and doesn’t make it right in a short amount of time, or consumers resent the purely impersonal treatment of such grandiosity displays of super sales. Angry Customers Customer Satisfaction Customer Service

The top ten retailers for best customer service

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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.

Service Untitled» Blog Archive » Ranking customer service for airlines

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Service Untitled The blog about customer service and the customer service experience. They also ranked first in customer service for May and June with complaints listed at 1.87 Explosive service failures create complaints but are less frequent.

Service Untitled» Blog Archive » uses customer service.

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Service Untitled The blog about customer service and the customer service experience. with exceptional prices, 24 hour service, 7 days a week, overnight delivery and free shipping on “everything but the baby.&# L.L.Bean ranks #1 in customer service L.L.

Service Untitled» Blog Archive » B&H Customer Service

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Service Untitled The blog about customer service and the customer service experience. I didn’t notice much that was just kept in boxes or otherwise inaccessible to customers. Liberal return policy.

Service Untitled» Blog Archive » Abercrombie & Fitch Customer Service

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Service Untitled The blog about customer service and the customer service experience. Abercrombine enforced a policy that essentially made no difference (and inconvenienced a customer) on principle.

The Old College Try

Customers Rock!

Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. I recently had an experience with a major car rental company that left me appreciative of individual effort and frustrated at the inability of the company to meet the needs of the customer. Lesson #1 – The Company Process Doesn’t Always Benefit the Customer. The customer cares whether you get it done.

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A few lessons learned from new PayPal president David Marcus

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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. When customer service personnel refused to lift the freeze on all of McMillan’s accounts because of PayPal policies, McMillan scaled the customer service mountain up to the Resolution Center.

2012 46

Service Untitled» Blog Archive » Help customer focus with the.

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Service Untitled The blog about customer service and the customer service experience. Here are some criteria to consider: Stay away from those customer service representatives who respond negatively to customer demands.

2010 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

What do re-stocking fees say about a retailer?

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Christmas is the time for good will toward shoppers, and with that in mind, Target, Wal-Mart, and Best Buy have dropped their re-stocking fees to boost customer service. Other stores, in an effort to boost customer loyalty offer generous return policies.

2010 54

3 Success Strategies for Small Businesses

Small Business CEO

So if you’re a small business, here’s what you need to do to chalk out your strategy for long-term success: • Make customer service your USP: You may be on the same playing field as the big boys in the business and the rules of the game may remain the same.

2010 104

Give customers what they want

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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. Most complaints were about higher fares, higher prices, and how customers overwhelmingly feel they are getting less for their money. travelers are generally disgruntled over the lack of integrity and the lack of customer service. Customer service has to be consistent.

2011 41

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.&#. We’re finding out that most companies are very serious about Twitter now and have special services employed to track and respond to customers tweeting about their particular organization.

Educating the Virtual Assistant Marketplace

Denise Aday

As a small business owner and service provider to a number of clients however, I have set office hours M-F. Tags: uncategorized clients customer service policies virtual assistant I had a wonderful phone conversation with a prospective client today. Unfortunately, even though we seemed such a good fit otherwise, I may not be able to work with him due to an after hours access issue. As an entrepreneur, I often work many – and odd – hours.

2008 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

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

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For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Within minutes of entering a boutique, can a prospective buyer be confident of a friendly atmosphere, of comfortable surroundings, and that of a customer service consultant capable of expertly assisting without being annoying? Possibly Related Posts: What happened to customer service at Sears?

2013 47

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

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

Improving the online holiday shopping experience

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Many of us shop at the last-minute, so customers want to be sure of time lines for delivery. Prominently display warranties and return policies. provides a return policy with no excuse ever necessary.