Customer Service

I was recently sent a survey about customer service and my thoughts on how to bet provide customer service. One of the question in the survey was interesting: One of your customers has just said to you, “The service here is terrible.” You should say: What is it about the service that you have not [...]

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We often hear customer service quotes about “great customer service” or “poor customer service” – especially in the media regarding ATT Customer Service and Qwest Customer Service, but we don’t hear very often “customer service was too good.” Until now. Stanley Bing, wrote recently about his experience with Toyota Customer Service. For him, it was [...]

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Here’s some obvious advice: Don’t Insult the Customer. That’s good advice for everybody in a company, but that is great advice especially for the CEO. It can clearly impact customer retention as well as customer acquisition. While it’s common sense, it looks like Daniel Akerson, the CEO of General Motors (GM) hasn’t heard that advice [...]

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GetSatisfaction 1 recently came out with a great infographic showing what, in their research, are the reasons why companies lose customers. Below is a summary of why customers leave companies: 68% Leave because of the treatment the customer received 14% Leave because the customer is dissatisfied with product or service 9% Leave because the customer [...]

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Yes, you heard it here first: A Poor Customer Service Experience will likely lead to customers shopping elsewhere and, therefore, reduced customer loyalty and lower revenues. Okay, I wasn’t the first to say that, but this fact is obvious to most of us. Yet, study after study, is published revalidating what we’ve known for years. [...]

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I received an email recently from Qwest Communications requesting that I complete a survey. I read the email, then the signature had the executive’s name, which caught my eye: Dan Yost Executive Vice President Mass Markets Is that what I’ve become? A Mass Market?  Does Qwest really call their customers “Mass Market”? Here’s that email: [...]

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Customer Support Help Pages is a self-service method for the customer to resolve his or her own concern without having to chat with a customer service agent, call customer service, or email customer support. Sometimes, self-help methods are not very helpful. But, one way to make them more helpful than they are is to apply [...]

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