Poor system design inspires customers
If your system lacks the ability to recognize human input, you have a system design problem. While the problem may seem obvious to you and me, plenty of people don’t get it at all. It’s … Read more
Posts Tagged ‘Customer Service’
Your call may be recorded for quality and training purposes
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 empathy and the opportunity it presents
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
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 … Read more
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 … Read more
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 … Read more
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 … Read more
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 … Read more
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 … Read more
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 … Read more