My co-worker, Monica Postell, wrote a blog post a few months ago called 5 Tips to Improve Service for Your Customers. I love that post for a number of reasons, one being the fact that it features our cultural change hero, the HEART ModelTM. In the spirit of continuously improving customer service, here are another […]
Have you ever felt like you weren't being listened to? If so, you know how frustrating it can be. Recently my husband reordered a pair of shoes and the company sent the wrong size. I called customer service to get the right size. A lady answered and I explained our situation. She interrupted me and said […]
While out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn't extravagant–no restaurant, no valet service. What it did have though, was consistently outstanding customer service. From the moment I walked in, I received great customer service. It took many forms: being greeted by name every time I walked […]
A recent experience I had as a customer has challenged my heretofore rigid insistence that I won't buy from companies who provide poor customer service. I've since gone over the situation in my head several times and each time I come to the same conclusion: Sometimes the human element, with all its foibles, is more […]
"Are we there yet?" "Are we there yet?" "Are we there yet?" Do kids still say that? I sometimes think the adult version of that old anthem is "Is it fixed yet?" Pretend I'm your customer. To keep from hearing "Is it fixed yet?" or some variation of that question, the best suggestion I have is to […]
When businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it's equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits. For example, customers […]
A number of years ago, I was doing some consulting with a sister company of American Airlines — both owned by the holding company AMR. The Corporate mission statement was prominently displayed in the lobby and in the conference room I was assigned to work in. This particular mission statement had 7–8 bullet points to […]
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