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...
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...
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...
Great service in one-off situations is wonderful... for the customer who happens upon it. But it’s not enough to move the needle on general customer feelings about a company or to establish service as being part of brand identity. Rather, it’s imperative that a company deliver the unexpected time after time after time to a Keep Reading...
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...
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...
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...
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...
An organization, no matter how well designed, is only as good as the people who live and work in it." -Dee Hock We’ve spoken a lot about extraordinary examples of customer service that make the news, but it’s as important (if not more so) to celebrate the daily occurrences of service done right. When a Keep Reading...
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...
