Customer Service

• The Positive Side of Complaints by Jennifer Engle
  
• Customer Service = Brand by Devin Hughes
  The past few weeks have been an interesting experience and a lesson in terms of “what good does not look like” in the wonderful world of customer service.  Here is the situation.  I am in the midst of trying to move some retirement $ around and have been doing so for the better part of 3 weeks.  Let’s be more specific.  I want to do business with this particular company and they will not call me b
• On Purpose Customer Experience by Don Thorpe by Don Thorpe
  Most businesses spend a large amount of time setting up a business plan and then setting up protocol to check and recheck their progress against that plan. Most individuals spend a huge amount of time planning out their next vacation. From research to booking tickets, it can be serveral evenings of concentration to set up the perfect vacation. Unfortunately, most organizations do not spend
• Do you know the Lifetime Value of your Customer? by Don Thorpe
  Quite a few years ago I wanted my team members to know the magnitude of what our customers were really worth to us.  I decided to determine what the average guest spent in our business.  As I started the project, I quickly figured out that there were other factors that determined the value of the customer other than what they spent on a yearly basis.  I decided to take an in depth look at all t
• Keep Them Coming Back by Shantarra Houston
  It's the official first day of the Sweet 16 for college basketball and many fans will be attending numerous game events at homes and restaurants. During a time like this, fans just want to enjoy the games, eat lots of delicious food, and oh yeah have fun. Nothing can spoil fun gatherings such as these, except awful customer service at restaurants. For many fans, it is a tradition to gather at loca
• Secret Service Systems by Don Thorpe
    “Hello, Mr. Thorpe”, may not be all that unusual in daily life but I think it is at a hotel you stay at 8 nights a year.  I serve on a few councils, boards and committees that meet in Minneapolis, MN.  So with participation in these organizations goes travel and hotel stays.   So, about 6-8 nights a year I stay at the Hotel Sofitel in the twin cities.  It is a beautiful property th
• What! You Don't Think That You Have Customers? by John R West
  No matter what type of organization you belong to, you do have customers. Whether or not your customers pay you for your services they are still your customers - and ideally you will treat them with the same excellence that you would if they were paying you $1000 per hour. If you are in education, you have layers of customers. The students, the parents, the community, the alumni - all are your cu
• Is It Easy For Customers to Contact Your Business? by John R West
  Let's say that you have a software-related business and that I'm your customer. I run into a problem using your software while on the Internet and need to have the problem solved right away because I'm working on a big project for one of my clients. How easy have you made it for me to contact the exact type of person I need to exactly solve my problem quickly? Do you send me to a forum where it m
• Is Your Customer Satisfaction Headed in the Right Direction? by John R West
  How do you know if your customer satisfaction is headed in the right direction? If you started correctly from square one and designed your products or services based on random, valid potential customer input, such as in focus groups, then you can be a lot more sure that your customer satisfaction is going to go in the right direction. If you have a toll free customer line and a clear method of
• Is Your Customer Service Headed in the Right Direction? by John R West
  Is Your Customer Service Headed in the Right Direction? From a customer perspective, your frontline customer contact employees are your company. How are you treating your customer contact employees? Are they satisfied? Do they have all the tools which they need to do an excellent job? Do you survey them at least annually to get a valid answer to these and other important questions? When a cus
• Questions for Senior Management About the Customer Listening System by John R West
  Before senior leaders deploy the customer listening system, they should ask these questions. Do we have a method of accurately recording what customers are telling us? Are we asking the right questions? Do we have a way of correctly categorizing the types of information which we are receiving? Is the system designed to escalate any negative information to someone responsible for t
• Are You Meeting Customer Expectations? by John R West
  As stated in my previous customer service post, it is important that you meet the customers' expectations, not just your own expectations. And how do you know whether or not you are meeting customers' expectations? To assure that you are meeting customers' expectations you need to have excellent customer listening systems in place. 1. Do you have a complaint handling syst
• Whose Expectations are Driving You - Yours or the Customers'? by John R West
  When your business was created you made an implied promise to your customers - that you would give them products or services that would meet their needs. Once the customers started to purchase from you they had expectations based upon your implied promises. If you made baby food, customers expected that it not only tasted good, but that it was free from even one iota of harmful ingredi
• 3 Most Powerful Customer Service Phrases of All Time by Les Lent
  I’m working on a Customer Service program for a new client. The goal of the training presentation is making their clients feel like they are being treated with consideration, dignity and respect. Not an outrageous expectation to be sure, but this client has some challenges with it—that’s why they hired me! There are three things a prospect, customer or client needs to hear in order to feel they
• Attitude-Get One! by Al Foxx
  When you have a winning Attitude, you do everything you possibly can to prepare to win. Because you’re PREPARED to win, you EXPECT to win. The measure of how prepared a person is, is whether they are able to perform at the top of their abilities. There is absolutely nothing wrong with getting beaten by somebody who has greater abilities than your own, but there is great shame in getting beaten
• Attitude is Everything by Al Foxx
  The power of Attitude, believing in one's own ability-strength-destiny is made crystal clear in The Dave Clark Story.    Diamond in the Rough    Imagine being 5-foot-2 and playing professional baseball. And not just playing, but also managing, coaching, scouting, owning a professional barnstorming team that toured the country, and traveling Europe as a representative of Major League Baseball.
• Attitude Teamwork by Al Foxx
  Life is a lot like a football game or a play on Broadway.  While some players have roles that have them on stage more often, or maybe they have greater athletic ability than the average player, an Attitude of teamwork is essential. Even the best of the best need the rest of the team.  How efficiently would the play make its’ point if the actor with the starring role also had to manage the light
• Attitude of Love by Al Foxx
  Since love is undeniably the strongest Attitude one can have, it’s probably way past time I have a post or more talking about the power love. Because I’m not a poet and because I know it, when Bonnie sent me the poem below, it seemed too perfect not to Blog it. Love is like magic And it always will be. For love still remains Life’s sweet mystery! Love works in ways That are wondrous and
• United Were Not, Devided We Are by Donnie Bolena
  Do you remember the reaction on 9/11/2001 from "Our Country tis of thee, Sweet Land of Liberty? I do, I remember owning a small delivery company in my hometown of Jacksonville, Florida. Do you know what the number one item I was delivering each and every day? It was the American Flag, it was Flag poles, I had more work then I could keep up with. This was only a second job for me to make some extra
• Progressive Attitudes by Al Foxx
  The current of life is always moving. Life can be understood to be like swimming upstream; the speed of the currant depends upon our Attitudes. We are either moving forward or backward. If we relax and just float, the current carries us downstream, away from our goals. For years, goals filled my thoughts, day and night. My goals were to walk and talk and drive efficiently enough to at least ser

• The Positive Side of Complaints Jennifer Engle         posted in: Customer Service
  ...
• Customer Service = Brand Devin Hughes         posted in: Customer Service
  The past few weeks have been an interesting experience and a lesson in terms of “what good does not look like” in the wonderful world of customer service.  Here is the situation.  I am in the midst of trying to move some retirement $ around and have been doing so for the better part of 3 weeks.  Let’s be more specific.  I want to do business with this particular company and they will ...
• On Purpose Customer Experience by Don Thorpe Don Thorpe         posted in: Customer Service
  Most businesses spend a large amount of time setting up a business plan and then setting up protocol to check and recheck their progress against that plan. Most individuals spend a huge amount of time planning out their next vacation. From research to booking tickets, it can be serveral evenings of concentration to set up the perfect vacation. Unfortunately, most organizati...
• Do you know the Lifetime Value of your Customer? Don Thorpe         posted in: Customer Service
  Quite a few years ago I wanted my team members to know the magnitude of what our customers were really worth to us.  I decided to determine what the average guest spent in our business.  As I started the project, I quickly figured out that there were other factors that determined the value of the customer other than what they spent on a yearly basis.  I decided to take an in depth ...
• Keep Them Coming Back Shantarra Houston         posted in: Customer Service
  It's the official first day of the Sweet 16 for college basketball and many fans will be attending numerous game events at homes and restaurants. During a time like this, fans just want to enjoy the games, eat lots of delicious food, and oh yeah have fun. Nothing can spoil fun gatherings such as these, except awful customer service at restaurants. For many fans, it is a tradition to gather at l...
• Secret Service Systems Don Thorpe         posted in: Customer Service
    “Hello, Mr. Thorpe”, may not be all that unusual in daily life but I think it is at a hotel you stay at 8 nights a year.  I serve on a few councils, boards and committees that meet in Minneapolis, MN.  So with participation in these organizations goes travel and hotel stays....
• What! You Don’t Think That You Have Customers? John R West         posted in: Customer Service
  No matter what type of organization you belong to, you do have customers. Whether or not your customers pay you for your services they are still your customers - and ideally you will treat them with the same excellence that you would if they were paying you $1000 per hour. If you are in education, you have layers of customers. The students, the parents, the community, the alumni - all ar...
• Is It Easy For Customers to Contact Your Business? John R West         posted in: Customer Service
  Let's say that you have a software-related business and that I'm your customer. I run into a problem using your software while on the Internet and need to have the problem solved right away because I'm working on a big project for one of my clients. How easy have you made it for me to contact the exact type of person I need to exactly solve my problem quickly? Do you send me to a...
• Is Your Customer Satisfaction Headed in the Right Direction? John R West         posted in: Customer Service
  How do you know if your customer satisfaction is headed in the right direction? If you started correctly from square one and designed your products or services based on random, valid potential customer input, such as in focus groups, then you can be a lot more sure that your customer satisfaction is going to go in the right direction. If you have a toll free customer line and a clear method of...
• Is Your Customer Service Headed in the Right Direction? John R West         posted in: Customer Service
  Is Your Customer Service Headed in the Right Direction? From a customer perspective, your frontline customer contact employees are your company. How are you treating your customer contact employees? Are they satisfied? Do they have all the tools which they need to do an excellent job? Do you survey them at least annually to get a valid answer to these and other important questions? When a cus...

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