After the recent JetBlue customer service nightmare, it appears everyone is talking about customer service. This is a good thing! It is the perfect time for you to evaluate how you handle customer crisis in your business. When mistakes are made, companies fall into one of three categories. … [Read more...]
Weekend Reading – February 24th
JetBlue's Video Apology - Church of the Customer Blog -- JetBlue's CEO addresses their recent flight cancellation nightmare. He follows Washington's advice about handling mistakes. Lesson #1: Learn from your mistakes! Seven steps to remarkable customer service -- Have your customer service … [Read more...]
Eliminate the “On Hold” Black Hole
When customers call your company, they often get put on hold. What do they hear? Is it annoying? Is it something the customer wants to hear? Have you ever called your company to see what the "on hold" experience is like? Hold Music In Call Center Chronicles Episode 1: Nabisco, I endured … [Read more...]
How to Handle Mistakes Like George Washington
Today is President's Day here in the United States and we celebrate the birthday of our first President, George Washington. Last year, we saw the advice we'd get if George Washington was CEO of your company. This year, let's look at how George would handle mistakes. Gracefully Handle … [Read more...]
Weekend Reading – February 17th
How to deal with abusive customers -- Sometimes you have to weigh company policy, customer requests, and your own sanity. When things turn ugly, what should you do with the customer? This post and the comments offer a great discussion on this topic. It Happened To Your Competitors; It Can … [Read more...]
Shouldn’t I Get a Phone Call?
Think of the last time you called a company’s toll free number. You probably were greeted by an automated voice that stated the "call may be monitored for quality assurance purposes." If my calls are monitored, what happens when I get so frustrated that I hang up? In these cases it should be … [Read more...]
You Can’t Keep Customers Forever: Make it Easy to Leave
Why is it that companies make the sign-up process as easy as possible but always seem to forget that sometimes people want to leave? You’re Trapped Once upon a time I had an American Express credit card. I got it for the Delta SkyMiles and when my first year was up, I didn’t want to keep it … [Read more...]
Weekend Reading – February 10th
Carnivale of Customer Service: The Marketing Edition -- Becky Carroll hosted the Carnivale of Customer Service and focuses on the intersection of marketing and customer service. You are always marketing your company, especially during interactions with customers. The Epitome of a Leader -- … [Read more...]
The Lost Art of Accepting Thanks
When is the last time someone graciously accepted your thanks? If you say "thank you" or "thanks," what is the usual response? sure no problem yup uh-huh a smile a head nod a grunt Or are you met with silence? No reaction? How should you accept a person’s thanks? Let’s look … [Read more...]
Overcome Online Shopper’s Need to Touch
How many times have you researched a purchase online, just to go down to the store so you could personally inspect, hold, touch, or try on the product? As an online merchant, how can you help your customers feel confident enough in your product to make the purchase without having personally seen … [Read more...]
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