Archive for September, 2010

There is really no GOOD way to say you are sorry but there are many terrible ways. Read the 4 step process and the 5 soft skills that will help front line customer service employees and senior management when they need to apologize.

Customers hate waiting for your service department to pick up the phone or respond to an email. In today’s web world, getting back to people quickly is THE most important thing your company can do to ensure good high levels of customer service. Be there! Respond! Read the 5 new techniques being used by the trend setters.

Customers who are unhappy and call for customer service may get inferior service if they don’t use social media. That’s the conclusion of an article in the UK Telegraph. See some real statistics about customer satisfaction and social media.

In many organizations, back office staff never get to speak to a customer, leading to problems with product features, usability, procedures,and maintainability . The authors of the book Rework talk about how they insist that back office workers spend some time on the front lines, several times during the year.

Ensuring an organization has References and Testimonials for its products and services is a well established customer satisfaction best practice. A new trend in the industry is accessing these on line and now through mobile phones. Pictures of actual reviews on mobile phones (smart and regular cell phones) are included in the article.

When things go wrong in your organization, it is far better for the organization to be the one to announce the news. Tell your story rather than allowing someone else to break the news with their story. This will minimize damage control. Read the 7 things you should do right away.

Social media added new complexities to customer satisfaction strategies and processes and Mobile adding another new dimension. Mobile phones are being used by consumers to choose local businesses with positive user reviews. A video of the iPhone Yelp app shows how.

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