Customer Service
What occurred to me as Ken was describing his experience at McDonald's, was that through automation, they have stripped out any possibility of engagement… it is just a series of routines. As a result, the server checked out.
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Connect with your team as people in addition to their positions Start your remote meetings off with a thoughtful question that gets people to know each other as people instead of just their positions. Instead of the analyst, sales professional and data entry, let people know each other as Bob, Mary and Louise.
Read MoreBusiness Culture / Customer Service
Ten years ago, I moved back to Denver. At the same time, a new shopping center opened up behind my office with a Barbershop. Being convenient, ...
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Start withholding
Withhold your attention
Withhold your service
Withhold money
Withhold knowledge
Withhold information
Withhold praise
Withhold feedback
Get the idea? ...
Customer Service
Every once and awhile, I encounter a business where I get customer service that stands out. This happened yesterday at Office Depot on Colorado Boulevard and Evans.
I went in for a keyboard for my iPad. When I got back the box had been opened and it was missing a cable and operating manual.
They took it back no charge and before I left the store we checked the box to ensure it was all there.
...
Customer Service
Fast Company Magazine recently issued its Design Issue. I love this it
is full of useful gadgets. I also like the idea of design. How can I
make the customers experience with my organization better?
Customer Service
I mean do you care about your customer. I know many of you are all nodding your head vigorously. (I know I am). The question then is…do you show it? If so how?
Four months ago I started seeing a new Chiropractor. I like his work but what struck me last week was that I have not heard from my previous Dr. I was a twice a month client/patient. So now he is
out four months of revenue and he has no idea why? He may not even know I am gone.
...
Customer Service
I recently celebrated a birthday. And in my email on my specific birthday I received an email from Marriott promoting a birthday gift. When I opened it they had credited me with a night towards my
“Elite” status. Not a big thing, I like staying at Marriott’s and it wasn’t expensive for them. But what it showed was that they valued me as a customer; to the point where they were willing to send
me something of value for my birthday.
Do you think I will look to Marriott for my next travel? ...
Business Culture / Customer Service / Leadership
I was having a conversation with a colleague the other day. He was telling me about how they had switched suppliers of outsourced customer service. And then he shared the frustration.
With his old supplier, when he received a customer complaint they would play a recording of the call. In some cases the call would be fine. In others my friend would suggest that the rep get some re-training. When completed they supplier would call to say the rep is coming back ...
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I have seen a couple of very interesting posts this week that struck me in the way that the companies went out of their way to make things right for their clients. These kinds of heroic tales always
inspire me. And yet there is the other side that says that customers don’t need heroics they really are quite satisfied with capable and competent service. So which is it? Let me quote my friend
Linda Farrar, “it depends.”
The first article I read was in Bloomberg Business Week, ...
Business Culture / Customer Service / Management
I belong to a number of groups on LinkedIn. It is a useful way to stay connected with some of the conversations in the marketplace and my areas of interest. Today I took a survey sponsored by
Business Roundtable, Institute for Corporate Ethics conducted by the Catholic University of America. Here is a link to the survey tinyurl.com/3knmr5e
I had my awareness raised in how I make decisions about trust and economics through the process of taking the survey. What I found was that Integrity mattered a lot to me. ...
Customer Service
I was in a workshop last week with several hospital Admitting managers and professionals. The discussion was on how we hire the perfect individual for the admitting area. One member of our group said they have to have innate customer service mentality, you cannot train for it. My response was really? I
tried to explore this with the group and they did not want to see any other point of view.
...
Customer Service
I have been doing some research for a project, surrounding identifying callers personality type and training to interact with them on their level. This was inspired by a podcast from The Harvard
IdeaCast with Matthew Dixon, the Managing Director of The Corporate Executive Board’s Sales and Service Practice. His article published in the Harvard
Business Reviews July/August edition is entitled, Why Delighting Your Customers is Overrated.
What a provocative statement. For most of my career I have learned and observed that a big part of the differentiations between my ...
Customer Service
I recently was hired as the Business Development guy at a start up. In the beginning I have been using a CRM tool Free CRM to track contacts, accounts, Pipeline and Activity. And ,yes it is free.
Friday they had some problems with their servers. With Free what do you expect: not the following
FreeCRM Customer Service Update
Post-Mortem Notification for August 19th Issue
Dear FreeCRM Customer,
First, I would personally like to offer our sincerest apologies for any issues ...
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