Common Barriers to Improvement

When a company comes to the realization that it's strayed from its core values or desired customer experience, it often results in a new push for its employees to reconnect with customers and to provide better service.  This sounds simple enough, but why is it so hard for this approach to succeed?  Common missteps in Keep Reading...

A Service Comparison

Customers patronize many different companies, some small, some large.  But customers do not differentiate between them when comparing their experiences as customers: every company is measured against the performance of all the rest.  This means it is especially important for us to not only compete against our marketplace competitors, because every industry is our competitor Keep Reading...

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...

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...

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 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 Keep Reading...

Setting the Standard: Find Inspiration In These Cases

Reading inspiring customer service stories are an excellent way to focus our efforts on wowing our customers and remind us to connect with them whenever possible.  Here are three such stories. The first involves a customer by the name of Kelly Kinkel.  She had purchased a coat from online retailer, Zulily.  However, when it arrived, Keep Reading...

They’ll Pick You (or your baby) Up

When people are asked to list off industries from which they expect great customer service, car rental companies might not be on the shortlist.  But the opportunities for excellent customer service abound and great customer service employees, like John Goodlett, know it. This summer, Coty Vincent was the victim of a traffic accident at the Keep Reading...

Can You Answer My Question?

Have you ever browsed a catalog or a website and had a basic, maybe frivolous question about an item?  Did you call customer service for assistance or did you try to come up with the answer on your own?  Chances are, you did the latter, and your customers may be as well.  But being a Keep Reading...