Category: Customer Service

The Customer Code of Ethics: The Seven Beliefs of a Great Service Attitude

The Customer Code of Ethics: The Seven Beliefs of a Great Service Attitude

My father is a retired Colonel in the U.S. Air Force. He has a PhD in philosophy and taught at the Air Force Academy most of my childhood. He taught morality and ethics and spent his free time teaching it to me and my two brothers. A Code of Ethics... Read More»

Using Partnerships to Provide Unexpected Customer Service

Using Partnerships to Provide Unexpected Customer Service

Gone are the days when customer service was a boring chore, a necessary evil, an unglamorous afterthought. Today’s customer service has the potential to be nothing short of thrilling. By forging smart partnerships companies of all sizes can create unexpected benefits and transform customer service from an afterthought into a... Read More»

Optimize the High Touch of High-Tech Customer Service

Optimize the High Touch of High-Tech Customer Service

As customers seeking help, we know we want fast, responsive service. That’s obvious. We are less aware of how the tone and language of the real person or automated voice responses affect us. Yet with apt use of big data analytics, companies can customize customer service to answer specific questions... Read More»

4 Vital Lessons Sales Teams Should Take from Customer Service

4 Vital Lessons Sales Teams Should Take from Customer Service

Companies that want to achieve a high Net Promoter Score should ask themselves one key question: are your sales reps truly trying to help prospects, or are they only trying to help themselves? Customers form their first and most lasting impression of your company during the very first sales conversation.... Read More»

Empowering Your Frontline Agents to Be True Change Agents

Empowering Your Frontline Agents to Be True Change Agents

When it comes to engaging with customers, few of your team members have more experience than the frontline agents fielding calls with questions, or complaints, from customers. You already know that they’re great for giving your users answers and walking them through processes, but frontline agents can be an untapped... Read More»

Are We in an Era of Eroding Customer Service?

Are We in an Era of Eroding Customer Service?

I can’t help it—I still like to roll down my window when I’m driving and ask someone for directions. I also like to ask the server to recommend something when I’m ordering in a new restaurant. And I always ask the salesperson if the nearest register is open so I... Read More»

How to Stop Losing Customers and Start Delighting Them

How to Stop Losing Customers and Start Delighting Them

As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and... Read More»

The Hidden Enemy of Good Customer Service

The Hidden Enemy of Good Customer Service

I recently bought a custom picture frame from Pictureframes.com that suffered significant damage in transit to my doorstep. I braced myself for an inconvenient return process: the frame was large and awkwardly-sized, and would certainly be expensive to repackage and ship back to the framer. Imagine my surprise, then, when... Read More»

Retail Communities and E-Commerce: Does This Make Me Look Fat?

Retail Communities and E-Commerce: Does This Make Me Look Fat?

Consider the following: A 26-year-old woman (let’s call her Stephanie) has zeroed in on this season’s “Out of Africa” look for a new work outfit, so she goes to a Ralph Lauren store and tries on a pair of white riding pants and a striped poncho. Stephanie’s not sure if... Read More»

Everything I Know About Customer Service, I Learned From Waiting Tables

Everything I Know About Customer Service, I Learned From Waiting Tables

If you've ever worked in a service industry, you know that it can be a formative experience. Recently, a friend and I got to talking about what our early restaurant jobs taught us about delivering great customer service—and, really, about life and work in general. Here are 10 of our... Read More»