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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...