Leading vs Listening – What the Customer Wants

When are people in charge of their lives and experiences?  Chances are, not very often.  So they seek to feel in control of their experiences and certainty in their knowledge of things in small areas, like their transactions with companies.  For as many times as those in customer service have heard "the customer is always Keep Reading...

Who Has Time for That?

Customers don't have time to waste. Efficiency is key. News article after news article talks about the diminished amount of time the average American has these days.  It's a pervasive problem that squeezes every single corner of their lives, so the last thing a customer wants to do is invest time they already don't have Keep Reading...

There’s No Time Like the Present for Service

It's 9:00pm, you want to get into your new high tech bed and enjoy a night of blissful sleep.  But, alas, your new purchase isn't working properly and you can't troubleshoot it on your own, so you decide to turn to the company for help.  You then find that they don't staff customer service outside Keep Reading...

Service Simplicity Doesn’t Beat Accuracy

When we asked about easily avoidable customer service frustrations, responses ran the gamut of experiences.  But one theme stood out overall: it is more valuable to be 100% accurate than it is to be 100% accommodating to our customers.  Consider Greatta's story for an illustration as to why. Gretta had ordered a large rug online.  Keep Reading...

Making Sure Your Service is Easy

Over the years, we've talked a lot about ensuring that it is easy for your customers to reach you and to interact with you.  From prominently displaying multiple channels through which to contact you on your website, to logical phone trees (or live operators), to clearly developed FAQ's that are easy to find on your Keep Reading...

Why Customers Expect Communication

"I just made a big purchase: a car.  The caveat was that they had to find one with my selected options, so it was a drawn out experience.  And while I was very excited about the final product, the process was really stressful because I never knew what was going on or when things should 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...

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...