How to help call center representatives improve customer service
APRIL 15, 2014
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.
Personalize your customer service
JULY 10, 2013
Everyone wants to be treated as an individual with their own specific needs catered to; in the perfect world that’s the epitome of “wow” customer service. First of all, customers get it the way they like it. Why do customers want to keep coming back?
Recruiting talented employees to enhance customer service
JULY 31, 2013
Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients. Start with the best training, the best coaching, and the best communicators who can teach all aspects of one’s business.
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.
How to improve customer service in the digital world
JULY 3, 2012
They also promised to have more in-house personnel to assist customers and to become more efficient. So how can Wells Fargo and other institutions or businesses become more customer service friendly? Why not make call centers more customer friendly?
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?
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.
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. Customer Satisfaction Customer Service Little Things, Big Differences
How to establish a customer service culture
MAY 2, 2011
Customers frequently offer feedback; sometimes it is solicited, and sometimes it comes back as a complaint or a question. No matter how the delivery, it comes down to what you do with the feedback that keeps customers and affords an organization the opportunity to build customer loyalty.
Take lessons from the leaders in customer service
MAY 21, 2012
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.
Memorable experiences make for “WOW” customer service
AUGUST 11, 2013
Of course our client happily obliged, and for the next 20 minutes, the four of us (including the client’s husband) were indulged in pure relaxation and what must count as one of the greatest impromptu customer experiences for a hotel. Why do customers want to keep coming back?
Best Buy customer service still at odds
JANUARY 18, 2012
Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online.
Transportation Security Administration criticized for poor customer service
JUNE 18, 2012
It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument.
Customer service sparkles with romance at St. Augustine specialty boutique
OCTOBER 29, 2013
Still love isn’t always dependent on dazzling drama nor is it only for the privileged or the rich; “WOW” customer service can make even the simplest proposal an affair to remember. Customer Service Customer Service Experience Specific Companies
Customer service agents are also sales people
SEPTEMBER 5, 2012
Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing.
Providing the customer service that your customers deserve
OCTOBER 9, 2012
Shopping for products and services are no longer defined by the hours between 9:00 a.m. Regardless of how customers choose their shopping venues, outstanding customer service still sets organizations apart from their competition.
Employ more customer service options to provide a concierge level of excellence
JUNE 5, 2012
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.
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.
Customer services rate customer service
JULY 21, 2011
It doesn’t take much to set up an attractive website, display some fine merchandise or services, and go about the business of selling. We used to be able to call the Better Business Bureau and get ratings for how effective a company’s reputation was or how customers were treated.
Building a business culture to deliver the best customer service
MAY 14, 2012
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?
Can personal customer service survive in a digital world?
FEBRUARY 6, 2013
There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service. While the digital realm can indeed help all of us to buy smarter, perform better, and be better educated, can it ever replace a human at the hub of customer service?
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.” There are many free services to help customers find direct numbers.
Zappos customer service ‘core values’ sets record for longest call
JANUARY 3, 2013
Zappos’ Customer Loyalty Team repeatedly exceeds expectations of the family culture CEO Tony Hsieh envisioned as his passion for customizing customer service always remains a number one priority 24 hours a day and 365 days a year. On December 8, Customer Loyalty Team member Shaea Labus spent 10 hours and 29 minutes on a phone call. There is nothing better than the human factor when calling customer service.
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.
Lack of professionalism from airline attendants reflects badly for customer service
SEPTEMBER 25, 2012
And as one passenger asked what ever happened to customer service or even the rights of passengers, it would seem that American Eagle had no idea as to the answer. No matter what the industry or the government regulations, customer service is expected.
Customer service mistakes that go bump in the night
DECEMBER 20, 2010
Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. So what irks customers the most about customer service blunders and how can we help to make it better?
Americans changing banks because of fees and poor customer service
FEBRUARY 27, 2012
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.
Book Review: The Customer Service Survival Kit
APRIL 10, 2013
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?
BMW modeling customer service innovations after Apple
FEBRUARY 14, 2013
The Genius Everywhere program plans to use trained college students wearing white shirts who generally want to work evenings and weekends to provide specific information helping potential buyers to understand the cars and the advanced technology.
Budget cuts for the IRS result in unreliable customer service
APRIL 28, 2014
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.
How ramping up customer service is paying off for Home Depot
AUGUST 21, 2012
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. So what are these home improvement giants doing to improve their customer service?
I’m telling my friends about the bad customer service
OCTOBER 17, 2011
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.
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.
How not to act when customer service fails miserably
SEPTEMBER 16, 2013
This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?
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.
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.
Social CRM: An Idea Whose Time has Come?
MAY 28, 2012
Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM. But consumers are taking service issues to social channels in ever growing numbers.
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.