I’m doing research on the NetFlix customer service culture this afternoon for a customer service conference I’m hosting next week. One of my many discoveries about the company’s culture is that they view themselves as […]
Customized Engaging Online Customer Service Training
Category: Customer Service
Bad Customer Service Makes People Cry, Shout and Experience Headaches
Bad customer service has pissed me off, inspired me to post tweets and even made me cuss. As it turns out, I’m not the only one who gets irritated with bad customer service. Research […]
For Goodness Sake! Don’t Hide Your 1-800 Number!
Last week I decided to cut a business trip a day short and get back home to my family. I quickly found a flight using my iPhone, but for the life of me I […]
Starbucks Customer Service
Do yourself a favor and take 3 minutes and watch this insider-view into the StarBucks customer service culture. Then, I challenge you to identify 3 ideas you can adopt or adapt from […]
5 Fast Facts about Customer Loyalty
95% of complaining customers will remain loyal if their problems are resolved immediately and to their satisfaction. TARP, Inc. (For help developing a customer recovery strategy designed to restore customer confidence after service failures, visit […]
Green means yes…Red means no…and Yellow means you can negotiate: A simple Customer Recovery Strategy
I read about a bank that made problem response a cinch for Customer Service Representatives. From responding to requests to lower credit card interest rates to handling requests to waive NSF charges, all responses are […]
7 Reasons a Customer Service Agent Should Be Stopped Cold
The sole reason for the customer service position is to serve customers —to be of assistance, to help, to create value. When dealing with complaints, problems, and challenging customers, it’s easy to lose sight of […]
Instant Personal Customer Service Improvement
How would you like to be better received by your customers -even difficult customers and get higher ratings on every call your supervisor monitors? I have the perfect solution for you—-Introducing your Instant Personal Customer […]
It’s Just One Customer. What’s the Big Deal?
The very day of this writing I brought in a cleaning service to clean my home. I was so excited about bringing this service to my home because as a mother of a […]
De-escalation Training for Customer Service & Soft Skills Training 