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Latest "Customer Care" Posts

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™. Continue reading

A few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake. Typically, when I add a pancake they charge a dollar. When the server left the check on the table I noticed they charged me five dollars for the pancake. I asked about the high-priced pancake and learned there was as difference between adding a pancake and ordering just one for breakfast. He was very nice about it, and I was happy to accept the reason. He then jokingly told me the next time I came in he was going to give me a pancake for a dollar. I thanked him and left him a nice tip for his great service and his outstanding attitude. Continue reading

Matt WilbanksMatt Wilbanks on How to Provide
Better Social Media Customer Care

Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial.  They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. Social care isn’t a fad. It is a trend that is forever changing how customers interact with companies they do business with.
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doug-sandler-abr-abr-adDoug Sandler Shares How Nice Guys Finish First

Shep Hyken speaks with blogger, speaker, DJ, and bestselling author, Doug Sandler. They discuss his book, “Nice Guys Finish First.” Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!

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Start Over From The BeginningCustomer Opportunity

Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer. Continue reading

Repeat Your Account NumberCustomer Support

Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time.

How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?” Continue reading

We Are Not Happy Until You Are NotBrand Promise

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is:

We’re not happy until you’re not happy.

There are certain industries that this seems to be especially true. People complain and joke about some of their experiences with government agencies. Or, how about the reputation of the cable TV industry? It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better. Other industries, such as the airlines and cell phone service providers are doing their best to improve. Continue reading

You Are Not Trying To WIn An ArgumentCustomer Service Training

There is an old customer service saying that has to do with whenever someone disagrees with a customer:

You’re not trying to win an argument. You’re trying to win a customer.

You really can’t win an argument with a customer. It’s not that the customer is always right. They aren’t.  If you’ve followed my work, you know that I believe the customer is not always right. So, how can you let them always win an argument? First, don’t get in the argument to begin with. Sure, you can win the argument, but you lose the customer. But, what you can always do is be respectful. You can let the customer keep their dignity. You can agree to disagree. You can work toward a mutually agreed upon solution. In short, you win the customer, not the argument. Continue reading

Creating Confidence Through ServiceI recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

In the process of the interview, I asked Nate about his favorite customer service story. Without hesitating he told me about Jordan, one of Campaign Monitor’s sales and support reps, from Minneapolis. As I listened to Nate tell the story, it was obvious that he was proud of how Jordan stepped up and reinforced one of the most important reasons a customer does business with a company… Confidence! Continue reading

Nice Service or Flawless ExecutionCreate Confidence

We all know what bad customer service looks and feels like. We hate the customer service rep that is just going through the motions without any sincere care for the customer. We try to avoid the employee with an attitude (a bad one) that doesn’t understand that his or her job is to help ensure the customer wants to come back the next time he or she needs whatever it is the company sells. We all have stories of why we won’t go back to a place of business. Continue reading