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TIP 26: Never, Ever Follow-Up on a Complaint.
It’s just not in your job description. Negative Ned Says... “When a customer leaves, I’m relieved — especially if he leaves mad. He’s out of my hair! As far as I’m concerned, that’s the end of it. I don’t see why I need to follow up to ensure he comes back. It’s not...
How a Simple Acknowledgment Can Create Customer Loyalty
Okay, I'm going to admit it. I just had another birthday. But, I'm not big on celebrating my birthday: I don't like big parties, lots of presents, or people fussing over me. But, I do like it when people simply remember to wish me a happy birthday. And, apparently,...
TIP 25: Say to Your Customers, “I Don’t Know” or Just Make-Up Something.
It’s just easier this way. Negative Ned Says... “If someone asks me a question and I don’t know the answer, I’m perfectly willing to say, ‘I don’t know.’ I’m just being honest! (Although, sometimes, I guess at the answer so they don’t think I’m dumb — or I take the...
2012 Customer Service Survey Results
I found this article on the internet and thought I would pass it along. Feel free to leave your comments at the bottom. The complete company rankings Here's a look at the methodology and full results of the MSN Money-JZ Analytics customer service survey for 2012. MSN...
Why are you (as a customer) so rude? Disgruntled employees want to know.
I hear this question — more of an excuse really — often and usually from low-scoring customer service representatives. These types of reps whine and complain about the customer being rude, shifting all blame onto you, the paying customer. And if you stop and think,...
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