In the Customer Service experience, first and last impressions MATTER
Real world story: On a recent business trip, I went through a rather awkward and confusing experience. As an Avis preferred member, I usually get a confirmation email letting me know the space number of my rental car in advance, so I can proceed immediately to it when...
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...
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...