Search Results

Sort By
  • Customer Service May Rule, but Rules in Customer Service Don’t

    Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I’m sorry, it’s our rule.

  • Customer Service Journey Map Can Lead to Instant Gratification

    How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. The goal is to make every aspect of the experience an opportunity to deliver instant gratification.

  • Turn Angry Customers into Customer Evangelists

    For my sixth year of speaking at the International Franchise Association’s convention, I decided to take a different approach. I engaged in more of a conversation with the members of this great organization and asked the audience members to share some of their best practices that were related to various topics on the agenda.

  • Turn Employee Customer Service Best Practice into Standard Practice

    I am no stranger to travel … airports, hotels and the like are all in a day’s work. On a recent occasion, I was flying into Las Vegas to present a customer service speech. The client had arranged ground transportation, so I expected to find a driver holding a sign with my name on it at the baggage claim area.

  • Customer Service Strategy: Deliver Value with Time

    Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, studying the menu and looking around? Probably not. I don’t know many people who enjoy waiting. Even the most patient person is likely to be frustrated by having to stand in a long line, or being put on hold on the phone, or waiting on a response from anyone.

  • Above and Beyond Customer Service

    How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, “They have the best customer service. They go above and beyond.”

  • Five Ways to Lose Your Customer

    A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible – although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. If you want to avoid this, carefully consider these five things that drive customers away.

  • Customer Service Strategy: To Serve and Protect

    I have been writing customer service articles for more than 25 years, and in that time I have received plenty of feedback. I always appreciate readers’ comments and stories, and a memorable response from Jacques De Villiers brought up the concept of shifting your vocabulary.

  • Ten Ways to Create a Customer-Centric Culture

    I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with the employees. If you want to read more about it, there is a wealth of information in the articles on For the short version to get you started, here is a list of the basics.

  • How to Improve Your Customer Service for the Holidays

    Around the globe, Christmas is considered the jolliest season of the year. Business is usually good around this time because it is when people shop most. Happy vibes abound and irate customers are few but it does not mean businesses should be lax on Customer Care.

  • From the Horse's Mouth - Customer Delight In A Hospital

    A very touching story of a remarkable customer experience for a terminally ill cancer patient at Wigan Royal Infirmary

  • An Amazing Customer Service Idea: The Five Dollar Lifeboat

    Elder Glenn was working in the hardware store one day when he was approached by an upset customer who said he had a problem. The customer had bought two items that each featured a $5 rebate. He had completed all the steps to claim the rebates, which included mailing the receipt and code on the package to the manufacturer. However, he never received the rebates, and by this point he was becoming agitated.

  • Respect Customers’ Time: Resolve Customer Service Complaints Quickly

    Do you spend more time than you would like on the phone dealing with bad customer service?

  • 5 Tips for Making the Best of a Bad Customer Experience

    Instead of being depressed or helpless, remember you can always recover, and that can be an opportunity to win customers and generate positive word-of-mouth. Here are five tips to help you learn from each bad customer experience problem and retain your customers.

  • Solving Customer Problems, Even When They Aren’t Our Fault

    It was 4 p.m. on a Sunday and I had just arrived in Las Vegas. I was on the sixth day of a nine-day, multi-city speaking tour and was scheduled to speak at a black-tie event at 6 p.m. that day. Unfortunately, although I had arrived in the city on time, my tuxedo did not. Rather than toting it through several cities, I had shipped it to the hotel … but it never arrived.

  • Customer Service Automated Responses - How Not To Do It!

    An automated customer service reply from United Airlines highlights how not to do it if you really value your customers

  • The Decline Of Customer Loyalty - Deal With It!

    There's a decline in customer loyalty according to a new report - Andy Hanselman highlights how customer focused businesses deal with it!

  • Digital Customer Service: Opportunity to Connect with Customer

    As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from dealing with another human being, some websites are employing very personalized tactics.

  • Customer Complaint? You'd Better Move Fast - Before Your Customers Do!

    Unhappy customers expect a speedy response, and new research shows that if they don't get one, they shout about it!

  • Though Customer Service Isn’t Perfect, It Can Be Excellent

    Everyone knows the old saying, “Nobody’s perfect,” and since customer service is delivered by human beings, it won’t always be perfect either. There will be mistakes, problems and complaints – hopefully not many, but they will happen from time to time.