Customer Service
« Previous EntriesCommunication Blunder: Store Manager Gets Nasty
Thursday, August 20th, 2009Jim Keenan (left) said, “While skiing this weekend, I stopped into the ski rental shop I visit often. While renting skis for my daughter, I remembered something I had bought from that store over Christmas holiday that had broken. I sought out a clerk and showed her my broken purchase (a ski hat with headphones [...]
Miami Airport Disney Institute's Latest Client in Customer Service Training
Friday, May 29th, 2009Walt Disney World calls its workers, from actors in Goofy outfits to laundry workers, “cast members” to make them feel part of the show. There’s a garbage can every 25 steps, so litter will be tossed not dropped. There’s a polite way to answer one of the park’s most asked questions: “What time is the [...]
The 101st Customer
Monday, May 5th, 2008The flight attendant was serving drinks, and I was sitting in the first seat of the coach section of the plane. She gave me my tomato juice, and I said thank you. When she served the person next to me and the person next to her, they both said thank you. On the other side [...]
The Future of Customer Service
Tuesday, March 25th, 2008We live in an age of instant gratification. Thanks to the internet and mobile technology, the ability to access information, products and services is at our fingertips 24/7. Is it any wonder, then, that consumers are beginning to expect the same of customer service?
Whether it’s information on a product, questions about a service or [...]
Customer Support on the Web: Do Not Call Us, We Will Call You
Wednesday, December 12th, 2007When customers arrive at a website, they have goals and tasks they want to complete—for example, buying a movie ticket, transferring money, signing up for a service, applying for a loan, asking for help, and so on.
An important requirement for a website is the ability for customers to serve themselves, so they can generally [...]
Listen to Your Customers
Friday, October 12th, 2007Mastering the art of managing customer complaints can seem like a thankless job, but keep in mind that for every customer that shares their worries, concerns or complaints, there are likely more that did not express their dissatisfaction, and instead simply move on to a competitor. Customer complaints can and should be treated as opportunities. [...]
Acceptable Responses on the Web
Wednesday, October 10th, 2007Many online marketers work odd hours, with no beginning of the day and no real end. How does this impact support and customer service inquiries? Some small businesses are afraid to reply to customer queries off-hours, fearful that the message time-stamp will betray them as a small business. The Internet, however, is timeless. The fact [...]
The Big Picture: Customer Satisfaction Hijacked
Thursday, September 27th, 2007For the most part, I think a lot of us greatly underestimate the power of customer satisfaction. We sometimes don’t define it in terms of profit and loss, but we know it’s a factor. We base decisions on self-congratulatory information.
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Users Strike Back Against Corporate Customer Service
Wednesday, August 1st, 2007No longer content to sit back and abide by the whims of fate (or customer service), empowered consumers have been on a rampage this month; let’s take a look . . .
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This Is the Sorriest Story I Ever Heard
Thursday, January 4th, 2007When you’ve done wrong or made a mistake, nothing commands respect like a sincere apology. But when business people routinely say: “Sorry, I can’t take your call,” or “Sorry, I kept you waiting,” does anyone believe they mean it? Technorati Tags : Apologies
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