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...

A Culture of Caring

In all of our businesses, we are committed to cultivating a culture of caring for our customers.  But where does that culture come from?  How do we get to the point where actively caring is so natural that it seems the obvious answer to throw in a pair of cozy socks when a customer orders 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...

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...

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...

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...

But I Could Never Go Viral

We've all seen them: the stories of outstanding customer service that hit social media and suddenly grow to an audience of epic proportions.  It's fantastic and it's fun, but it seems unattainable.  The customer service equivalent of hitting the lottery.  And we may blame our heretofore lack of viral-worthy opportunities on our perception that our Keep Reading...