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...

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...

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...

3 Phrases to Avoid

[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"] 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 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...

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 Keep Reading...

Moving in the Right Direction

[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"] Image credit: RM Media Ltd. A seamless customer service experience is not simply born overnight. It is something that is continually worked on, forever moving us closer to excellence. We Keep Reading...