Archive for good customer service
Making the Extra Effort Creates an Experience – Part 1
Making the mundane memorable is the key ingredient in customer experience management.
I had the good fortune to attend a luncheon today held by the Grand Rapids Business Journal honoring the 50 Most Influential Women in West Michigan. It was wonderful to see the efforts of so many women pay off and be recognized for their [...]
Set the Expectation for Quality Customer Service
Dear Manager,
In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do.
How do you want us to act? Is there a specific way that we should greet our customers? What are [...]
Who Comes First – the Physical Customer or the Phone Customer?
Suppose you were to walk into a dry-cleaner and the clerk is on the phone with another customer. You put your clothes on the counter and all visual cues about your stance and demeanor indicate that you are in a hurry. What would you want the clerk to do if you were the customer physically [...]
Customer Service and Chocolate – The Ideal Combination
Picture yourself taking over a franchise that had developed a reputation for poor service. Can you imagine how disheartening it would be to have old customers tell you how the previous owner had driven customers away with their poor customer service?
That’s exactly what one entrepreneur found when he purchased a Rocky Mountain Chocolate Factory [...]
Offer to Make Your Customer’s Load a Bit Lighter
Yesterday I had two great customer service experiences. Two completely different scenarios, but the same premise of providing excellent customer service in such a way that clearly increased my satisfaction with the experience.
I have an iPhone which means that my cell service is through ATT. I have heard so many horror stories about the customer [...]
Can You Use Social Media To Reach More of Your Customers?
Are you looking for the newest way to connect with your customers? Well, since you are on the internet reading this post, you have access to the newest way companies are taking initiative to interact with their customers – Social Media.
Facebook and Twitter are the top two players in the social media world. These two [...]
Support Your Staff – Your Customer Satisfaction Depends on it!
Yesterday, I was shopping at one of my favorite department stores, Kohls. I frequently shop there because their selection is good, prices are reasonable, and the customer service is usually fine. However, yesterday was not a day on which their service was to their credit.
I was standing in line to make a three item [...]
Make Your Customers Happy by Helping Out in a Bad Situation
To continue the story of the extended Vegas stay……….
Upon discovering that we had missed our plane check in time and could not get on either of the two later flights that evening, my husband and I were both pretty irritated. I had two regular client meetings that had to be rescheduled and my kids [...]
Dazzle Your Restaurant Customers With Knowledge – They’ll Be Hungry For More!
For the many restaurant patrons that seek out local restaurants, the driving factor is clear – They want to taste the local charm and uniqueness that is lost in many of the chain restaurants. Individuality is what makes the local restaurant stand out from the mass-marketed chains of steak, Italian, and All-American restaurants.
Customer satisfaction and [...]
Increase Customer Satisfaction and Give Them What They Really Want
So many businesses today are understandably worried about staying in business, but they don’t know where to get the information about how to tailor their business. The customers they serve are their best market research. The successful companies today are those that are engaging with their customers in order to provide products, services, and business [...]
