9 Customer Service Principles You Could be Missing: Lessons from It’s Just...
In Sunday’s The Haggler (David Segal. “In Search of Romance and Maybe a Refund.” New York Times, July 28, 2013), David Segal examines how the matchmaking service, It’s Just Lunch, failed itself and its...
View ArticleA Cold Night, Hot Soup…and Great Customer Service!
Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was...
View ArticleOne Call Does It All: Get there with the Proactive Solutions Score
It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that...
View Article“Talk Your Walk” with Branded Customer Service
Your company’s brand: it represents the qualities and values of your products and services. So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance...
View ArticleFriendly Customer Service Is NOT Enough
Often, companies don’t sufficiently invest in customer service evaluations because they believe hiring smart, friendly staff will produce adequate customer service. And yet, many of these same...
View ArticleStarbucks: Your Customer is NOT Your Guinea Pig
It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My...
View Article3 Ways to Get More from Your Mystery Shops
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple...
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