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.

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?

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?

Getting back to the basics of effective customer service

Service Untitled

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.

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.

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.

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.

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.

Service Untitled» Blog Archive » Internal customer service counts too

Service Untitled

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.

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?

Service Untitled» Blog Archive » Ranking customer service for airlines

Service Untitled

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 » Diapers.com uses customer service.

Service Untitled

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

Service Untitled

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

Service Untitled

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. Lesson #1 – The Company Process Doesn’t Always Benefit the Customer. The customer cares whether you get it done.

2011 198

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

Service Untitled

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

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 » 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

Budget 2010 – The Saviour for Small Businesses?

The Small Business Blog

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." A lot of policies were focused was on helping small businesses with a “£2.5

2010 151

Service Untitled» Blog Archive » White Glove Service in 4 Steps

Service Untitled

Service Untitled The blog about customer service and the customer service experience. I also associate white glove service with class, grace, and politeness as well. To provide white glove service, you need to make sure that: Employees are well dressed. Looking the part is important if you’re concerned with white glove services. What are your suggestions for providing white glove service?

2009 40

What Do Insurance Brokers Do for You?

Dumb Little Man

However, insurance brokers will tell you it’s best to make use of their services. Customers purchasing insurance have different types of properties and different coverage needs. Brokers will obtain quotes and policy comparisons. Brokers can make policy changes as needed.

2016 204

Top Reasons Why You Should Find A Virtual Assistant Today For Your Business

Dumb Little Man

Plus, they can offer a range of services. Then, develop his understanding of the policies and ethics of your business. Nowadays, having a business means providing your customers with excellent customer service.

2019 231

Service Untitled» Blog Archive » Spirit Airlines' customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction.

2010 53

You've Heard of the 80 – 20 Rule???

Make or Break Moments

Posted by Deborah Chaddock Brown on January 26, 2010 under Attitude , Customer Moments , Resolving Conflict | 3 Comments to Read I love conversations with Leslie Ungar. Someone asked him if people took advantage of Nordstrom’s famous return policy. You’ll all heard the story about the customer who returned a tire to Nordstroms and they didn’t even sell tires. But the associate smiled and happily gave the customer a refund.

2010 100

Managing your boss’s schedule like a mega star

Practically Perfect PA

Basically, the do / build method means that you block time for ‘doing’ tasks, such as answering emails, attending meetings or writing reports, and you block time for ‘building’ tasks such as training, brainstorming, networking or strategic thinking.

2017 236

Customers Have to Pay at Claire's

Make or Break Moments

Not a problem, I was entertained by the two sales associates talking to each other about how the one’s boyfriend refuses to change diapers and wants her to start potty training her 12 month old. It doesn’t sound like this is a location edict, but more of a companywide policy.

2010 159

Answering Your Phone: Is it You or Memorex?

Make or Break Moments

Posted by Deborah Chaddock Brown on August 25, 2010 under Telephone Moments | 2 Comments to Read Often our first interaction with our customer is over the phone. Imagine how your customers feel? What policies or procedures do you have in place for telephone answering?

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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

No Two Customers Are Alike » Make or Break Moments

Make or Break Moments

As I watch the flakes fall I remember that no two flakes are exactly alike and that made me think of our customers. No two customers are alike. Like snowflakes, each customer’s needs are different and we have to be open and aware by using our active listening skills to learn about their unique circumstance. If we don’t, that individual customer, like freshly fallen snow, might turn ugly before our eyes.

2010 118

Managing your boss’s schedule like a mega star

Practically Perfect PA

Basically, the do / build method means that you block time for ‘doing’ tasks, such as answering emails, attending meetings or writing reports, and you block time for ‘building’ tasks such as training, brainstorming, networking or strategic thinking.

2017 173

Changing Business Based on Customer Feedback

Make or Break Moments

On the second day the maid called asking about turn down service. He thought – doesn’t see she the twisted thinking of calling when there is a “do not disturb&# sign? “That’s our policy,&# she told him. Do you listen to your customers?

2010 142

Don't Make Your Customers Feel Stupid

Make or Break Moments

I am not a happy customer right now. I am not happy that I paid EXTRA for this computer support and I definitely don’t feel like I experienced good customer service. How often do we follow the rules and policies to a tee and make our customers suffer the consequences? When we talk down to our customers, use company jargon, don’t listen carefully to the issue we run the risk of making our customers feel stupid.

2009 122

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.

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

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.

Service Untitled» Blog Archive » Panera Bread 2010 “25 Customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates.

2010 53

Service Untitled» Blog Archive » Perception is key to customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Delivering superior customer service is also a perception. A customer’s perception of an issue is often different than the actual circumstance.

Service Untitled» Blog Archive » Customer complaints to be.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Customers can look forward to such new services as: Dealing with customer complaints.

Service Untitled» Blog Archive » How to diffuse an angry customer

Service Untitled

Service Untitled The blog about customer service and the customer service experience. The customer service representative would not honor her return, even though she had the receipt; he told her it was store policy “no box – no return.&#

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. Service or Product Line.   7 - Customer/Client Service.

2011 261

Evaluating Benefits 101 – Comparing Premium Costs is Just Not Enough

Small Business CEO

These hidden costs involve the recruiting, hiring and training of employees and can have a significant effect on the financial health and bottom line of a company. The multi-generational composition of most workforces demands that a company’s benefits package allow for customization.

2013 96