Lets assume that you have the perfect product. One that everyone needs. You’ve priced it right and everyone in the world can afford it. It works without errors and flaws and doesn’t break and is extremely simple to use (while a smartphone is simple to use – its not necessarily cheap so finding that magic […]
The “Right” Customer Read More »
The 80/20 rule is an old standby for support and service veterans. Focus on using it to help address pain points in a measurable and meaningful way.
Its been a while for me, but there was a period of my life where I was working for a company that was in a constant state of outage. They had a mix of services, and over the course of 2 years, I was flown across the country and around the world apologizing for the
What do you do when your Company is constantly having Outages? Read More »
Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don’t bother? I guess the easiest explanation for this is that these smaller business people are actually closer to their customers and are able to realize the importance and value of customer service in driving back repeat business. A good
When does Customer Service End? Read More »
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes not. Having the skill and patience to deal with these types of issues is what makes (or breaks) an excellent service & help-desk team. People working the Customer Service and Helpdesk fields are often at the sharp
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact
Exceptional Customer Service Read More »
When was the last time you had a coffee? I don’t mean in the office, but in a regular takeout joint, one of those ones with a drive-through window? Have you gotten to the window after repeating your order to the “big talking head” only to have it wrong when you get there? When someone
Importance of Exceptional Customer Service Read More »
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred between a London hotel’s staff and one of its guests. The London hotel involved submitted this to the Sunday Times. No name was mentioned. ————————————————- Dear Maid, Please do not leave any more of those
Communication and Customer Service Read More »
