Browsing Tag customer service
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28 April 2011 at 15 : 34 PM
‘Making things right’ – a lesson from Hootsuite
Our team is passionate about customer service and relish getting to serve a community of online and offline client-focused companies too! As such, it's always refreshing to see examples of companies taking their commitments seriously, even when it might be easier to say 'too bad, but not our fault' or sweeping a negative experience under the ...
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21 March 2011 at 19 : 05 PM
Have You Thanked A Client Lately?
Think about the last time someone made you smile or laugh; felt pretty great, right? Was it someone you work with? A vendor? A colleague or person you do business with? Regardless of who it was, everyone knows that a genuine nice gesture goes a long way. A key to this is the “genuine” part. What's It All About? Whether you just want to ...
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9 December 2010 at 19 : 06 PM
Good Customer Service is the Standard – Even Online
Despite one man's backwards antics, good customer service remains the good business standard, even online. Two weeks ago, The New York Times reported the story of Vitaly Borker, an eye-wear merchant who antagonized customers to boost his online ranking in search engines like Google. He told the Times, "I’ve exploited this opportunity because it ...
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13 September 2010 at 22 : 15 PM
How to deliver bad news to your customers
Question: Sometimes we have to deliver bad news to customers—deliveries will be late, products backordered, mistakes or misunderstandings have to be cleared up. What’s the best way to approach this situation? What should I say, and how do I handle things if the customer gets upset? Answer: The best way to deliver bad news to your customers is to be ...
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1 September 2010 at 15 : 45 PM
Bouncing back after a difficult call
QUESTION | At my company, we deal with difficult and hostile customers more often than we’d like. How do you bounce back after a nasty call without letting it affect how you handle the next customer? ANSWER | It is important not to take the customer’s anger personally. Replaying or rehashing the contact with your coworkers only allows your own ...
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17 August 2010 at 15 : 01 PM
Spend your time wisely
Let’s say there is a bank that credits your account each morning with $86, 400. It carries over no balance from day to day. Every evening it deletes whatever part of the balance you failed to use during the day. What would you do? Draw out ALL OF IT, of course!!! Each of us has such a bank. Its name is TIME. Every morning, it credits you with 86,400 ...
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11 August 2010 at 18 : 06 PM
"Join the Smovement!" Great motivational video (not the cheesy kind)
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10 August 2010 at 13 : 01 PM
Dealing with angry customers
You know what an angry customer’s voice sounds like: high-pitched tone, elevated volume, long pauses and sighs, or a condescending tone. You may hear threats, swearing, shrill demands or terse answers. Once you have identified an angry caller, what next? An angry customer actually has two problems: a relationship problem with your organization and a ...
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22 July 2010 at 14 : 10 PM
OW! That Hertz! – A Customer Experience
Excerpted from Kirk Weisler, author of “The Dog Poop Initiative.” Below is a personal experience that he encountered last year after 10pm … at a deserted Car Rental Terminal in Phoenix, AZ. Present were 3 Hertzful Agents and me the soon to be Hertzing Gold Customer. OW! That Hertz! Sparing you most of the tragically familiar play by play ...
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