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Is Social Media Killing Your Customer Service Reputation?
Do you regularly read customer comments on your company's social media sites or other service rating sites? Do negative comments feel like a punch in your gut? And do negative comments by your customers catch you by total surprise? Real World Story: Social media is...
Are Terms of Endearment Acceptable in Customer Service?
Given the current climate of the much-needed changing attitudes toward women—from the spotlighting of sexual assault and harassment of female students in colleges across the country to actresses in Hollywood to women in the business world, all of which have culminated...
Is your Customer Service strategy personal enough?
Are your service agents’ day-to-day tasks too out of touch with people and, thus, they treat all customers as tasks and not real people with real needs? And has your customer service strategy begun to rely more and more on technology to help with your customers? Real...
Accepting Responsibility: a vital weapon in your customer service arsenal
Mistakes happen all the time—from a simple faux pas to an oversight or blunder to high-stakes miscalculations. To help alleviate even the worst mistakes you make with customers depends on whether or not you accept responsibility for your wrongdoing. Real World Story:...
In Customer Service, ONE employee can spoil your service with ALL customers
Perhaps, my expectations are too high. I expect to be treated better! Real World Story: The following account happened to me at the Hilton hotel in Calabasas, CA. It all started the day before my arrival. I received an email from a female Hilton employee informing me...
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