When we work to help customers when they have problems, we build loyalty. You've heard before.
But when we work to help customers with their problems, we also teach them that is what we do. We help with problems. While this can certainly build loyalty, it also can create a dependency.
Pay attention to what is being taught. Will you do anything to keep their business or is there a line you will not cross.
Why did I have to bring that up and ruin a perfectly good, 3-day weekend of eating, drinking and fun in the sun.
Because we have only 2 remaining sacred holidays in the U.S. Memorial Day is one of them. Veterans Day is the other.
The death toll topped the 1,000 mark in Afghanistan this month. Are we still keeping a count for Iraq? The families who have lost fathers, sons, mothers and daughters ... >>full...
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At what point in your business sales process does customer service enter the picture?
If I've just heard about your company and need information, is that "customer" service or "pre-sale"?
Now I want you to think about this. Yeah, yeah. Everyone knows this but I rarely see it in practice. Customer service should be a part of every aspect of your business from product design to marketing to ... >>full...
[ Posted bymichael cardus, February 09, 2010 15:05 ] Chris.
I feel this comes back to the reaction and educating your customer to have positive results from your brand.
A customer does not care that accounting screwed and and sales was great - they have a negative reaction to your brand in Florida - it is the same way they will feel in NY.
This failure of customer focus ties back to the brands relevance of how they are serving and how.
The how being the focus of the reaction that people have to your brand.
I'm a strong believer that the most effective marketing is interacting with customers and prospects. Most businesses talk about 'service' but they limit service to solving after sale problems. Few businesses consider interaction with prospects to be part of their service requirements.
I was at the receiving end of a few example transactions this week. One person insisted that a form I made was wrong. I explained over the course of several emails that this person ... >>full...
I'll start by again giving the true definition of customer service:
Great customer service is solving the customer's problem or meeting the customer's need with as little involvement from the customer as possible.
What does this mean? It means that customer service is not about being nice, it's about solving problems and saving the customers from time and resource waste. For example, if I must wait on hold for an hour to reach someone to help me, ...
[ Posted bymichael cardus, January 09, 2010 19:09 ] "NO WORRIES" is very patronizing and insulting...
Many companies do actually bargain and artificially ask customers to inflate their ratings.
I once consulted for an organization that re-sold items on ebay.
While doing my observation I sat in meeting where the customer service rep would describe (on several accounts) emails and calls she recieved from unsatisfied customers.
Then the group would all agree to "send her a voucher, discount the cost, etc... for a postitive review on ebay"
Apalling yes - although it happens.
[ Posted byChris, January 10, 2010 12:09 ] It's amazing Michael. I don't think there is anything wrong with trying to make things right or to please a customer, but asking a customer, practically ordering a customer to change a rating is just wrong.
It was like dealing with the mob. Made me very uncomfortable getting an offer I couldn't refuse. They not only instructed me to change the rating but gave step by step instructions.
Now "NO WORRIES" is just creepy.
Chris
[ Posted byShane Andrews, April 29, 2010 20:14 ] There is a lot of bad customer service. But the main idea of having a bad customer service is when you don't get what you really need to solve your problem. And sometimes solving a problem uncover another new problem. So it is hard to tell when is the bad customer service happened, or if the customer service provide a good service or not.
Thanks for the very interesting post. Keep it up!
[ Posted byCheri, September 04, 2010 14:12 ] Thank you so much for this. I've researched and finally decided on a pocket camera for those times when I don't want to carry my dSLR & lenses.
Amazon has it available in 4 colors - 1 direct from them and 3 from Big Value. I saw the NO WORRIES on a negative review and that a refund was being made.... red flag. I know ebay sellers have people inflate their ratings - but wasn't sure about Amazon. So...I did a search.
I've always bought all my equipment from the same store - and will for my dSLR/accessories. They don't carry the model I decided to buy.
Thank you for saving me from BV. I'll order the red one from Amazon since they have it in stock!
United Airlines charges $50 EACH WAY for checking two pieces of luggage. Buy a round trip ticket for $400 and when you check in, pay $50 more to get your luggage on board. And when you're heading home, pay another $50 to get your bags home. It doesn't matter how short the flight. But a $200 RT ticket and you still pay $50 each way to check bags.
Now UAL wants to offer a subscription. Pay ... >>full...
The following video has been seen by over 5 million people. This is the price of failing to understand customer service. How much would it cost United Airlines to reach 5 million people with a positive message? The really sad part of this is, when customer service is very, very poor, it's cheap to improve.
I have delivered that message to many CEOs. Few believe improving service translates into profit. Read the business news and ... >>full...
[ Posted bymichael cardus, October 03, 2009 9:40 ] I have been thinking about cust. service and small things that companie can do to make change.
Watching this video one area that could have made this man feel better is if the flight attendants took time to listen and hear his concern. I know they are busy and overworked although their relevence is serving the people on the flight and making the time on the flight satisfactory and safe.
Instead they felt powerless becuauser Baggage handling is not there job. Perhaps they need a idea of the larger picture of customer service.
[ Posted byChris Reich, October 03, 2009 14:03 ] The ONLY problem I have with the video is placing blame on the employees instead of the company. United, like many large union companies, screw their workers every time mismanagement gets the company into financial trouble.
Bad attitudes are almost always a reflection of bad management. Yes, there will always be a sour apple in the basket. Sure you might set someone off who is having a really hard day. But when poor service is pervasive throughout an organization, it's the result of bad management.
I simply cannot understand why service is so lousy at most businesses! Don't you understand that we are in a tough economy and the war will be won on the battlefield of customer service?
Business has been slow. Businesses have cut back. But still, they can only cut so far. And the ones left do not have enough to do. They are used to wasting time. Come in late. Take longer breaks. Go home ... >>full...
