Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.
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Customer Service Tool: Consistency
Consistency Isn’t Part-Time
It’s the same every time, never changing. Day in and day out, it’s always the same. Sound boring? It’s not when it comes to consistency in delivering customer service – especially if it’s good customer service. It should always be the same. The customer should be able to count on it,
Customer loyalty is based on this concept. If you want to build intense customer loyalty, in addition to all of the customer service you deliver, you must also be predictably consistent. Read More »
5 Top Customer Service Articles For the Week of May 15, 2013
Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
Customer Service Tool: One to Say Yes, Two to Say No
Empower your people to come up with a solution.
It’s easy to say, “I’m sorry, we don’t have that… We can’t get it… We can’t do that… It’s not our policy” Blah, blah, blah. In other words, it’s easy to say, “No.”
But, that is not what amazing companies do. Amazing companies empower their employees to find solutions for their customers. They train, motivate, and praise their employees for coming up with“Yes” answers for their customers. Read More »
5 Top Customer Service Articles For the Week of May 6, 2013
Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
Trust Enhances Employee and Customer Experience
Key to a Customer Service Culture
In a customer service culture, trust is of the upmost importance in the customer and employee relationship. In the perfect setting, management must trust employees, employees must trust management, and the customer must trust the company. This is the “Three Legged Stool” theory in action. For those not familiar with this concept it is simple. If you have a three legged stool and one of the legs is taken away, the stool falls over. If any one of these groups mistrusts any of the others, there is no chance for customer loyalty. Read More »
5 Top Customer Service Articles For the Week of April 29, 2013
Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
Operationalizing a Customer Service Culture
Start by Focusing on Employees, Not the Customer
How do you turn a good idea for a corporate culture into reality? By building an employee-centric workplace.
An amazing customer service culture begins by first amazing the employees. Read More »
5 Top Customer Service Articles For the Week of April 22, 2013
Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
Amazing Customer Service Gives Competitive Edge In Any Economy and Any Marketplace
Introduction to Customer Amazement
Customer service gives you the competitive edge. It’s that simple. If what you sell is the same as what your competitor sells, customer service can tip the scale in your favor. For the right level of customer service, some customers will drive further, wait longer and even be willing to spend more money to get a better level of service. Read More »
5 Top Customer Service Articles For the Week of April 15, 2013
Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
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