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Latest "Customer Care" Posts

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.” In this case, sorry had a double meaning. Maybe the driver was saying he was sorry to apologize, and at the same time, he was also saying, “Too bad. Pay more money if you want the mulch delivered an extra 50 feet to the back of the house.” Continue reading

How to Eliminate Friction and Improve the Customer Support Experience

How can you provide a better experience for the customer and an even better one for the agents?

Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer, to talk about how to understand and know everything about your customer.

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There are many great customer service stories that can serve as a template for how to handle a problem.  I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency. Continue reading

7 Secrets for Successful Surveys 

How would you like to provide a better survey experience for your customers?

Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers.

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I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection. Continue reading

You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again. Continue reading

The “Magic” Behind the Words You Use

What if you knew the “Magic Words” to use with your customers?

Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service.

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Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”

In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be. Invisible service means it happens without you ever seeing it. Continue reading

Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”

No! It’s not! That’s not what good service, at least for me, is about. But, that’s not what this lesson is really about. It is actually about this guy’s assumption that three days would be an acceptable response time. The key word here is assumption. Continue reading

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. And, we did. Continue reading