What to do When the Point of Service Fails

Another name for a customer service representative is simply: Fixer.  Our job centers around fixing customer problems.  Sometimes they are problems with the product, or the website, or a return.  But other times, they are problems customers have experienced at the point of sale or service.  It is our duty to handle these situations with Keep Reading...

Setting the Standard: A Lowe’s Employee Sits Down

A woman in Wilkesboro, North Carolina is the proud owner of Baxter, a special needs rescue dog.  Baxter requires the assistance of a doggy wheelchair and, when his owner, Amy Jo Martin, decided to upgrade his chair with an anti-tip wheel, she headed to Lowe's for ideas as well as parts. Ms. Martin asked at Keep Reading...

How Heidi Does Service

In customer service stories, we often hear about exceptional circumstances that compel a representative to provide service far out of the norm.  But, like we've frequently discussed, quality service has to be consistently pursued day in and day out.  Heidi, who works for the grocer Trader Joe's, shared her approach to ensuring a constant delivery Keep Reading...

Service Stories That Will Make You Smile

A lot of stories about great customer service focus on grand gestures, but it is the sustained, day to day delivery of good deeds that make a company's service reputation excellent.  We asked people this week to share an excellent experience they have had or heard about and these are the simple but lovely responses Keep Reading...

When Working For a Company Means Working For the Customer

There are very few positions in business that are as counter intuitively aligned as customer service.  We may be employed by the company, but our primary focus must be on taking care of the customer.  We are akin to serving as ombudsmen and our duty is to protect the interests of our customers so that Keep Reading...

Scripted Service Can Backfire

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] 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 Keep Reading...

How to Surprise Your Customers

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] 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 Keep Reading...

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 Keep Reading...

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 Keep Reading...