Hi, I'm Kelly, the co-founder, creative director, and senior copywriter at Category Archives for Customer Service
I’m sorry you feel that way
‘I’m sorry you feel that way,’ needs to be stricken from the customer service bible. It’s not about how I feel, and it’s not about how you feel. Customer service is about grasping a golden opportunity to help your customer … Continue reading
How can you know what I want before you know what I know?
We live in a time of experts. Everyone is an expert, a guru, a leader, an authority. Few customer service departments practice active listening because they’re too busy asserting their authority. Have you ever encountered this? Customer service wants to … Continue reading
Humanity-based customer service is the new rule
Since customer service is a top-down equation, poor customer service experiences are clearly designed with pessimism in mind. Which is odd because that’s a person or a team of people working against human nature to manifest experiences they themselves do … Continue reading
We are inherently a world of optimists
If you divided everyone in your life into two columns, optimists on the left and pessimists on the right, you would wind up with one full column and one empty column. Which is which? The question of optimist or pessimist … Continue reading
4 simple steps to providing great customer service
Providing great customer service is the key to gaining trust, earning repeat business, and keeping people happy. It really takes only a few simple practices to show off your great customer service skills, and it never fails to impress. Here … Continue reading
How good customer service keeps you healthy and wealthy
There are two choices in every customer service interaction. You can satisfy the customer, or tell them you don’t want their business. Every single interaction boils down to those two options. Investment of time in anything other than those two … Continue reading
Good customer service is good marketing
‘Do unto others’ is a great rule to apply to all businesses. It’s good customer service and smart marketing. Treat people with respect, and they will respect you. If you treat them poorly, they will find they don’t need you. … Continue reading
The imperfect world of hypercommunication
The pie starts ringing. The sunny sky turns puke green, melting into a black abyss, as the great Cornholio rises out of the ground shouting, “You’re fucked, you’re fucked, you’re fucked!” I’m running away, arms flailing, screaming in horror at … Continue reading
Go out and fail today!
It seems that mistakes are no longer acknowledged. One of the most important childhood lessons I learned was how to accept being wrong. It taught me to be humble and to know that everything I do is not perfect. Lately, … Continue reading
Why the Customer is Always Right (or 10 Ways to Keep Your Customers Happy)
This is an updated version of an article I wrote on Biznik, which inadvertently started a heated discussion. Designers really jumped on it, but the article is applicable to many types of businesses. How do you make your customers feel … Continue reading
