Scripted Service Can Backfire

Photo credit: Say_No_To_Turtles "It's a great day at Wendy's Widgets!  How may we serve you?"  If this is what you first hear upon calling a customer service department, you're likely to pick up on it being a scripted greeting.  And while the sentiment is nice, does scripting pleasantries devalue the experience? If you [...]

How to Surprise Your Customers

Photo by Daderot Where do you expect to find great customer service?  A high end hotel?  Definitely.  A fancy restaurant?  Of course.  A big department store?  Absolutely.  What about the grocery store?  The grocery store?  Beyond a smile at checkout, where are the opportunities for service there?  Actually, they're everywhere when employees are [...]

A Culture of Caring

In all of our businesses, we are committed to cultivating a culture of caring for our customers.  But where does that culture come from?  How do we get to the point where actively caring is so natural that it seems the obvious answer to throw in a pair of cozy socks when a customer orders [...]

3 Phrases to Avoid

Artwork by Rick & Brenda Beerhorst As a society, our language norms are becoming more and more relaxed.  The same hold true in the business environment.  But should it?  While our customers may be part of this trend in their daily lives, they still appreciate a more tailored conversation when dealing with us [...]

Paying it Forward, Internally

While we strive every day to create exceptional customer service moments for our customers, it’s equally important to extend those same efforts internally as well. Each member of our service team, and of our company at-large, benefits from the same care and consideration we so carefully hone for our cases. Photo credit: asenat29 [...]

Proactive Service Saves the Day

During the highest volume sales period of the year, there are bound to be hiccups.  Having stock to fulfill orders, filling them correctly, shipping on time, and providing appropriate support are all things our customers expect. But as volume goes up for us as well as all of the other vendors we rely on both [...]

A Smarter Measure of Success

We’ve talked in the past about metrics for satisfaction and what to do with them, but while we can all agree that the value of that data is far-reaching, there is also tremendous value in exploring things that are not quantifiable measurements of our customer service successes and failures.  Inviting a more organic, open-ended conversation [...]

Mixing Corporate Culture With Service

When we think of industries that have phenomenal customer service, airlines may not be what immediately comes to mind.  However, JetBlue has made it their mission to ensure their customers have not only an excellent travel experience, but an excellent time interacting with their various customer service teams.  They do so by carrying their commitment [...]

How to Put Customers at Ease

Have you ever had a customer that can't seem to stop apologizing?  Whether this is due to true embarrassment or a desire to not seem an inconvenience is not as important as how we handle these cases.  Our job is to help our customers relax and feel comfortable.  Here are some easy ways to do [...]

Maintain a Positive Outlook Like This

Customer service can grind us down as we go through case after case.  However, we do not have the luxury of allowing ourselves to be any less fresh or positive for one customer than another.  But what can we actively do to ensure that we can brush off the tough cases and maintain our positive [...]