How many times have you called a wrong number? At least a few times. You probably found out because the person on the other end told you that you were in the wrong place. When a customer calls up your business phone number, how do they know they are in the right place? You have to tell … [Read more...]
Ethical Obligations to Care for Customers
Businesses have an ethical and moral obligation to meet their responsibilities and care for customers. Recent news reports have mentioned phone company Sprint is firing 1000 high maintenance customers. While that may be a sad tale, the customers will probably survive and move on to another … [Read more...]
Weekend Reading – July 14th
What do I need to do to provide good online customer service? -- Great list of the basics you need to establish in providing quality online customer service. However, If you truly want to "wow" your customers, you'll need to go beyond these basics. 5 business lessons from Costco -- … [Read more...]
How to Respond to Customer Problem or Bug Reports
You probably get incoming emails and calls all the time from external and internal customers. Often, these can be reports of problems or bugs in your product or service. I read a great blog post recently titled Are You Giving Customers a "Thanks for Letting Us Know Kiss-Off"? That question caused … [Read more...]
What Your Long Time Customers Want to Hear
When was the last time someone told you how much they appreciated you? How do you feel when you get a thank you note? If you're like most, you get a warm fuzzy feeling inside. You smile. You feel a little bit better. Don't you think your customers would like to feel that same joy? My wife … [Read more...]
Do you know how long it takes to process a customer?
Each customer that passes through your business requires some time to service. You should be able to track that time and measure how long it takes you to serve the average customer. Last week I took my recently purchased eyeglasses back to Lenscrafters to get them repaired. I walked into their … [Read more...]
The Secret to Customer Friendly Error Pages
I tried to login to my Gmail email account the other day and was greeted by this error: Server Error The server encountered a temporary error and could not complete your request. Please try again in 30 seconds. Oh, no! What happened? Is my email in danger? When will I be able to get my … [Read more...]
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