Do Your People “Get It?”
Besides my customer service work, I also work as a community manager for an ad agency, engaging with customers on social platforms like Facebook and Twitter. The agency’s Detroit office is moving their...
View ArticleA Heartfelt Apology Disarms Even the Angriest Customer
When a customer is angry, the first line of defense is a heartfelt, genuine apology. Not an explanation. Not a a defensive response. A genuine apology, given quickly. Scott Stratten, author of...
View ArticleHappy Birthday to America!
As you celebrate with your family this holiday weekend, please give an extra thank you to service providers who are taking care of our needs at stores, restaurants and other venues! © Lori for Who's...
View ArticleHow to Balance Service Standards with Empowerment
I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move on to the...
View ArticleWhen Possible, Be Kind and It’s Always Possible
Last week, I was reading through my social media streams and noticed a thread about someone having had a horrific customer service experience. This individual was having a difficult time figuring out...
View ArticleIt’s Customer Service Week – A Time to Celebrate You!
We love customer service week almost as much as we love Gladys. Celebrated during the week of October 6 through 10 this year, it’s a time to reward your team for the outstanding service they provide to...
View ArticleAre You Really Too Busy? Maybe Not
There's a meme that's going around that's caught my attention. It says, "You have as many hours in a day as Beyonce." It's so compelling that it's made its way onto coffee mugs, posters, t-shirts and...
View ArticleAre You Creating Memorable Moments for Your Customers?
Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came...
View ArticleCreate Colorful Memory Bubbles
The last movie that starred Natalie Wood was the 1983 movie Brainstorm also starring Cliff Robertson and Christopher Walken. The gist of the movie was the creation of “the hat”–a helmet-like device...
View ArticleWhen Customer Expectations Are Unreasonable, Meet Them Anyway
It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze...
View ArticleAn Employee’s Creed for Customer Service Success
Here’s a simple service reminder to bring to your next meeting. Share it with your staff. Include it in your internal newsletters, and make sure everyone inside your business (you included) understands...
View Article
