Customer
Giving Thanks
Wednesday was the biggest travel day of the year in the United States. People were travelling (sometimes thousands of kilometres) to be with their families for Thanksgiving yesterday. The concept of Thanksgiving is a wonderful holiday. It is a time to thank yourself and others for what we have and, in the USA, this holiday is more important than Christmas for [...]
Why are customers leaving?
Why do customers leave? There are many reasons why customers leave, and usually it isn’t for only one reason. But have you asked yourself if your customer service is a contributing factor ? Or maybe it’s the lack of customer service … As a business owner, executive or manager of an organisation, how do you know [...]
Incentives for Customer Service
I recently read the following post: Incentives and Consequences | fastgrowth advisors. It reminded me of a post I did a year and a half ago titled What is Paid for REALLY Gets Done. Have you thought about the consequences of the incentives you offer to your staff? Are they really driving the behaviours you want? [...]
I Didn’t Even Have to Ask (on Customer Service)
This a great customer service story at Home Depot! I Didn’t Even Have to Ask (on Customer Service). You may remember my post on my horrible customer service experience at another Home Depot location (Home Depot Customer Service). Can the manager in this article be transferred near me? Better yet, he should train others. It [...]
Follow Up for Excellent Customer Service
As some of you know, I work as a Client Satisfaction Manager for a B2B software company. This means that I spend my days handling complaints/escalations, getting customer issues resolved, fixing broken processes and coaching/training staff. Before that, I spent well over a decade at different levels of support organisations. What have I learned about [...]
