The two key factors in customer service recovery are strength and severity: Strength of the customer relationship and severity of the service failure. [Continue reading...]
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The perception in the marketplace, according to research, is that customer service is declining. Whether consumer expectations have increased or services have declined over the last few years is debatable. The fact is, perception is truth, in the consumers’ eyes. [Continue reading...] Do you need customer service software? [Continue reading...] Customer service is all about customers’ needs first and your needs second. If you apply this principle to your company you’ll have a first rate customer service system that keeps your customers happy. And happy customers will keep your business afloat. [Continue reading...] The bit that really gets to me is where they say they have too many customers to answer the telephone on time. Are they deliberately trying to lose some of those customers in order to reduce the customer service workload? Certainly they will get their wish if they continue in this way. Also, many of these call centres will not ring out. This is not fair on customers. [Continue reading...] I’ve had some amazing results using the techniques I am about to describe for getting good customer service. I’ve been using these techniques to get good customer service for years. These techniques work with all different types of customer service representatives, but those with the most authority and best training have the greatest ability to do you the most good. [Continue reading...] In the world of customer service, perception can mean the difference between a good or bad customer service experience. While some experiences are considered to be bad customer service, often it is merely the customer’s perception of the situation and inability to compromise that can turn a good customer service experience into a bad one. [Continue reading...] The startup environment is one in which feathers are flying and those involved are in perpetual motion (both mentally and physically). Often, in the course of developing products and/or services, chasing down funding and looking for those first precious customers, the concept of a customer service organization falls way behind the back burner. And, while staffing this function and fully equipping it with all of the bells and whistles that are available to customer service organizations may not be the best move in these early stages, it is never too early to build the foundation for this vital function. [Continue reading...] So how do we support and motivate our customer service team to give outstanding customer service? The following are six secrets to motivate your customer service team to give exceptional customer service to your customers: [Continue reading...] Upon reflection, most all of my interactions with displeased customers were not the result of a poor product, but rather a disappointing customer experience. Why is that? Because, product is not personal, customer service is. Briefly, I would like to share with you eight critical steps to establish a customer service culture. [Continue reading...] |
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