This is the first in a series of articles about customer service mistakes. I invite readers to send me your stories and if relevant, I will post them here. This is not a complaint site, but merely a venue to use these blunders as lessons on delivering great customer service. Company names will not be… Continue reading Customer “Dis” Service: Is this any way to run a business?
Category: Customer Service
Testimonials | Creating trust online
If you’ve been reading all the buzz about trust marketing, your head may be swimming with ideas on how to gain your prospective client’s trust with marketing materials, but not know exactly how to implement it. In tuesday’s post Internet Trust: Creating Consumer Trust Online, I outlined several ways to earn your prospects trust. Today,… Continue reading Testimonials | Creating trust online
Internet Trust: Building Consumer Trust Online
How important is trust to online marketing? You do an internet search, and click on a website for a company you’ve never heard of. They may have some valuable products or services, but how do you know you can trust them to deliver what they claim they will? Trust has always been is a key… Continue reading Internet Trust: Building Consumer Trust Online
Turning Bad Customer Service Into Great Customer Service
Are your customer service representatives doing your company justice? Yesterday I spoke about an unfortunate customer service experience with a large credit card bank in my post entitled “Customer Service Management, A great way to alienate clients” Today I’m going to examine where each customer service representative went wrong, and how they could have made… Continue reading Turning Bad Customer Service Into Great Customer Service
Customer Service Management | A great way to alienate clients
Are large corporations completely oblivious to good customer service? It certainly seems that way. Some months ago I wanted to pay off a large credit card bill. Knowing that interest can accrue between statements, I called the credit card company to find out exactly how much I owed. The customer service representative gave me a figure… Continue reading Customer Service Management | A great way to alienate clients
Want to keep clients? Give them what they need
I’ve often dealt with a particular home improvement contractor named Don, who is a rare breed. He listens to what you want, then applies his experience and know-how, and comes up with the best possible way to do things; even when they’re a little bit different from what you originally had in mind. I’ve been… Continue reading Want to keep clients? Give them what they need
Actions speak louder than words
Some recent interactions with with a possible vendor and my ISP have reminded me of how much more important actions are than words. I wrote about the ISP in my recent post "7 Deadly Sins of Customer Service ". I was looking for a photographer to do some work for me, and found someone who… Continue reading Actions speak louder than words
7 Deadly Sins of Poor Customer Service
I’ve been an Earthlink customer for about 2 years. They, in combination with Time Warner Cable who actually services the cable for them, have the monopoly in my area of NYC. To be honest, I’d much rather use Cablevision, but I’m not in their "service area", so here I am. Over the past 6-8 months… Continue reading 7 Deadly Sins of Poor Customer Service
The power of negative word of mouth
Thanks to Patrick J. Lamb for his post "Negative Word Of Mouth Is An Absolute Killer" which points us to an important customer service story on NPR this week. Patrick writes: "Great story on Monday’s All Things Considered on NPR about the ramifications of poor customer service. The key is that customers who have a… Continue reading The power of negative word of mouth
Even more on hiring well…
I’ve written quite a bit about hiring, and was interested to see a post by Olivier Blanchard on the Brand Builder Blog entitled “Be Great or Go Home” where he rants a bit about his ex-doctor (and others) who don’t do the right job and aren’t thorough enough. The crux of this post as it… Continue reading Even more on hiring well…