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Posts in Category ‘Customer Service’

How to please everyone and keep your soul intact

  • March 16, 2015
  • 0 comments

There’s some ancient business wisdom that says you can’t please everyone, and it’s partially right. Yet it’s also confusing. The fact is that everyone in your market can be pleased. All they have to do … Read more

    • Brand
    • Customer Service
    • Working Better

The smallicy of policies

  • March 8, 2015
  • 0 comments

Policies are created to help companies run smoothly, but they can also damage your brand, particularly when they are rigidly enforced on customers. The common assumption when a person makes a purchase is that they … Read more

    • Customer Service
    • Working Better

Give the customer what they want

  • February 28, 2015
  • 0 comments

Give the customer what they want was the rule. Now it’s about selling the customer what you have, which is a backwards approach, one that is most likely to yield unhappiness on both ends. If … Read more

    • Customer Service
    • Marketing

The dastardly dangers in hiring Order Takers

  • September 19, 2013
  • 0 comments

Guess what order takers do? If your answer is the obvious, ‘Take orders,’ sorry, but you’re at least partially wrong. Order takers undermine your business in more ways than one, and that’s sadly their biggest … Read more

    • Customer Service
    • Working Better

Your call may be recorded for quality and training purposes

  • October 26, 2012
  • 0 comments

I’ll bet you can’t count the times you’ve heard, “Your call may be recorded for quality and training purposes.” Why would any company lead a call with this statement? Leading with this statement is like … Read more

    • Customer Service
    • Working Better

Humanity-based marketing is full cycle goodness

  • October 11, 2012
  • 0 comments

When your interactions are driven by the core concept of humanity-based marketing, everyone is happy. Think about it — all marketing is about humans (just ask your cat). Many companies miss this when considering customer … Read more

    • Customer Service
    • Marketing

Name pronunciation in the twilight zone

  • July 31, 2012
  • 0 comments

In the twilight zone, my name is pronounced Hobkrik. Or maybe it’s Hobert. Could be Hopkins. The customer service rep isn’t sure just how to say it, but it isn’t important anyway, right? “Ok Mr. … Read more

    • Customer Service
    • Working Better

What’s wrong with you? Find out on hold

  • July 23, 2012
  • 0 comments

On-hold entertainment has reached epically bad proportions. Like a disease inflicting poor taste on unsuspecting ears. Example: Call the doctor’s office, and you are treated to friendly sounding voices waxing poetic about every type of … Read more

    • Customer Service
    • Working Better

Quality of service interaction is up to you

  • July 20, 2012
  • 0 comments

I try to avoid having pet peeves because they aren’t very productive, but when it comes to raising the quality of service interactions I encounter with businesses, this is one pet peeve I indulge. It … Read more

    • Customer Service
    • Working Better

Customer service empathy and the opportunity it presents

  • March 14, 2012
  • 0 comments

Customer service reps have one of the hardest people-interfacing jobs on the planet. In addition to being kind, courteous, patient, and woefully underpaid, they are asked to be the knowers of all things, the virtual … Read more

    • Customer Service
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