Guest Post: Ritz-Carlton Customer Service Secrets
NOVEMBER 28, 2012
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.
‘WOW’ customer service has to be reliable and consistent
APRIL 22, 2013
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 silent exit of poor customer service
JANUARY 25, 2012
Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. So what are some of the more obvious signs of poor customer service that silently drive customers away?
The need to improve customer service in our schools
AUGUST 27, 2012
School districts are obligated to deliver good customer service. Beginning with the Superintendent and the Board, customer relationships with parents and students should be approachable and reliable. School districts can survey parents and students for suggestions.
Consumer Reports says Apple does customer service better
MAY 6, 2013
The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points.
What Mickey Mouse can teach us about customer service
MAY 1, 2012
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.
Can your business measure up on customer service?
APRIL 6, 2011
The 2011 Temkin Experience Ratings surveyed 6,000 different consumers from 143 different companies which included retailers, banks, hotels, and financial institutions. So what makes a company measure up on customer service? Can you measure customer satisfaction?
Walmart’s dismal customer service scores drive customers away
MARCH 19, 2013
Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” Amazon led all e-commerce retailers with a score of 88 according to For See’s E-Retail Satisfaction survey.
What happened to customer service at Sears?
FEBRUARY 27, 2013
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.
Americans changing banks because of fees and poor customer service
FEBRUARY 27, 2012
Now this is where surveys commonly get confusing. percent of customers compared to 8.8 percent of customers lost in 2010. I doubt many customers have forgotten the Bank of America announcement of charging a monthly fee for debit card users last year.
Amazon.com still a leader in customer service
NOVEMBER 7, 2011
Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new site will provide the company with more flexibility to train workers and take care of customers.
Received lousy customer service? Complain about it on Gripevine
MARCH 6, 2012
Just a month out into the public venue, the site Gripevine emerged offering dissatisfied customers the ability to “amplify their online voice.” Most organizations know not to argue on Facebook with customers. airlines improving customer service?
Medicare forcing hospitals to improve their customer service
MARCH 28, 2012
In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. They are demanding the entire hospital staff attend customer satisfaction seminars.
Internet retailers should capitalize on customer service
FEBRUARY 8, 2011
Customers are definitely interested in low competitive prices, but if you’re a small to medium company, there’s going to be a problem competing with the large companies, so the focus is going to have to fall on customer service if you’re going to survive.
Time to outshine your competitors with your customer service
JUNE 9, 2011
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?
‘Tis the season to rev up the customer service
NOVEMBER 10, 2011
According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. What are some of the incentives businesses offer to maximize a customer’s buying experience?
Airports and excellent customer service – can it really be?
DECEMBER 12, 2011
The airport has a four-story amusement park for the children, and in Terminal 3, a city in itself, such passenger services as a dry cleaner, medical center, grocery store, pharmacy, jewelry and clothing stores all at one’s fingertips.
What it takes to succeed as a customer service representative
AUGUST 3, 2011
The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks.
Poor customer service results in long term brand damage
DECEMBER 5, 2011
American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. Probably one of the most common examples revolves around customer experiences in restaurants.
Chick-fil-A recipe for excellent customer service
AUGUST 19, 2011
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.
AUGUST 16, 2012
Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. In my book , I talk about Killer Customer Service.
Customer service representatives are heroes too
FEBRUARY 17, 2011
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.
BYOD Improves Customer Service Workflow
FEBRUARY 4, 2013
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.
When businesses decide to neglect customer service
JULY 31, 2012
Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? Even in huge industries, the cost of keeping existing customers is still far less expensive than recruiting new ones.
Better banking customer service please
MARCH 4, 2011
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. Banks need to return to respecting their customers and focus on service instead of only focusing on loss profits.
Complain constructively for better customer service
DECEMBER 16, 2011
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.
Of car dealerships and customer service
FEBRUARY 22, 2011
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.
Businesses using Facebook for customer service
OCTOBER 28, 2011
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.
Would your customer service entice me to buy from your organization?
NOVEMBER 14, 2012
Most of those businesses are extremely proud of their product or the services they offer; they treat you graciously as if you’re appreciated and seem eager to help you solve your problem. How soon will it be before a service representative gets back to a customer?
Customer service tips for police officers offered
JANUARY 6, 2011
In the UK, police chiefs are taking some customer service tips from a popular department store named John Lewis where customer service is treated as a skill. 9 Practical Customer Service Tips There’s no one immune from receiving lousy customer service.
Inexpensive customer surveys can provide valuable feedback
FEBRUARY 15, 2011
At one time only large organizations could afford the expense of customer surveys. Third party companies would construct and conduct the questionnaire, send them out to customers and clients, and tally up the results. What would you suggest we do to improve our service to you?
Finding a real person when contacting customer service
JUNE 21, 2011
Consumer Reports tell us that organizations rarely listen to the surveys they ask when we hear the infamous, “Your call is very important to us. I was guided through a huge choice of services – all by a human and with an explanation of each service.
Customer service continues to center on good client communication
AUGUST 8, 2011
Once upon a time a client or customer would call a business on the telephone or write a letter; whether it was a complaint or compliment, the conversations remained private. Customers are empowered with online resources to share opinions. Are you listening to your customers?
Has the holiday shopping season started off with quality customer service?
DECEMBER 1, 2011
Hardly sounds like much customer service was going on. Dozens of surveys state that customers will pay more for a better customer service experience. Angry Customers Customer Satisfaction Customer Service
Service Untitled» Blog Archive » Excellent customer service.
JANUARY 29, 2010
Service Untitled The blog about customer service and the customer service experience. She based her decision on his excellent customer service. How not to give customer service and lose business We’ve seen a lot of businesses failing.
The Mercedes Benz customer experience shines
JULY 19, 2011
The results weren’t really surprising, but it does provide us with some interesting information that lends itself to customer service improvement ideas. Mercedes-Benz came out on top for customer service followed closely by Jaguar, Lexus, and BMW.
A difference of perception when dealing with customers
MAY 26, 2011
Maybe it’s just a coincidence associated with moving that brings me to wonder how customer service representatives relay their particular war stories of having to deal with difficult customers?
‘Social listening’ can help businesses become more effective
OCTOBER 15, 2013
Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our businesses to grow. Michael Dell’s “direct-to customer-heritage” starts with training.
Customer surveys can make a difference in business
MAY 9, 2011
If you never measure how well your business products or your services affect your customers, chances are you may have lost customers, your reputation may have suffered, or negative word of mouth might have dried up your referral lists.
Consumer Reports’ fast food survey echoes public demand for service
JULY 7, 2011
That McDonald’s motto “I’m Lovin’ It didn’t have much influence on the June 30 Consumer Reports’ survey where 36,700 subscribers made a total of 98,000 visits to 53 fast-food chains. You’re right if you are thinking service, value, and speed.