What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer…
Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you…
Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front…
(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t…
Your customers will call you when they want to talk, so you should publish your phone number. It may sound counter-intuitive, but customers actually want to talk to you. Catching the customer at the moment when they really want to…
This mailbox does not accept replies Do not respond to this mailbox. It is unmonitored. Fill out this form to unsubscribe. Press 4 to speak with an operator. No one is here to take your call at the moment. Do…
How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the same customer might be talking to you on email, on Twitter, via phone, or…
When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and focus that…
Think of the last customer service fail you experienced. You might think, how did this happen? Why did the company I contacted give me an idiotic response? Why didn’t they answer my question? Or why did they (figuratively or literally)…
