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...

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...

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 Keep Reading...

If the Customer is Always Right, Do This

The age old adage of "the customer is always right" is thrown around a lot in conversations about how to provide great service, but what does it mean in reality?  What are concrete ways to show a customer that she's always right? Tiffany recently switched telecommunications providers.  She made the move from a big, national Keep Reading...

How to Fix a Customer Mistake

There are certainly a good number of cases that come through customer service because customers' errors have created problems for them or another company has dropped the ball, leaving them in a bind. They then reach out to us, hoping that something can be done in order to fix the situation. While not every case Keep Reading...

What do Customers Really Want?

As you read through articles about customer service, there are endless lists of things that customers want from companies when they interact with them.  But if we distill everything down to a single desire, what customers really want is an easy interaction.  If they need advice, they want to obtain it easily.  If they want Keep Reading...

Customer Service Success Story: Amazon.com

From its incorporation nearly two decades ago, Amazon.com has become a tour-de-force in the business world, both online and in the real world. Creating a retail empire from an online start-up, Jeff Bezos combined high-tech ingenuity with top of the line customer service. Amazon began its life as a nondescript little online retailer Keep Reading...