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Are speed and efficiency killing your customer service efforts?
Speed and efficiency are important to delivering great customer service. But knowing who benefits from these time-saving strategies is even more important. If your strategies benefit you and inconvenience your customers, then you need to rethink what you are doing....
Is your company guilty of providing low-fat customer service?
Last week, I shared a story from a colleague about customer service at Ralphs and Smart & Final. This week, I’ll share a follow up story with a surprising twist in outcomes. Real World Story: “So this week, I had a craving for homemade Mexican mole and cheese...
How supermarkets produce exceptional service, or not
A colleague recently shared with me the following story as two examples of customer service at two major supermarket chains in Los Angeles County—Ralphs and Smart & Final. Real World Story: “I love to cook and bake. So I’m at the supermarket almost every day....
Customer service goes high-tech to give you low-stress
While working on research for my upcoming book, I came across an innovative new company. This company, named SERVICE, helps customers settle product and service complaints with one simple call, click or touch. Have you ever called a company to voice a complaint only...
Is your lousy return policy costing you return business?
In August 2015, my husband bought me two rings for our anniversary. They didn’t fit, so I took them back within the 30 day period. However, they were not accepted because I didn't have the receipt. (Of course I didn't. They were a gift.) A few days later, the owner of...
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