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Latest "Customer Service Culture" Posts

Congratulations to Squaremouth, who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) Squaremouth is an online travel insurance company that compares travel insurance products from every major provider in the United States. They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews. Continue reading

Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Continue reading

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. Continue reading

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment.  Continue reading

customer focused cultureAs an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. This is the opposite of what they wanted to achieve. Continue reading

eliminate-the-un-wowQUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources.

Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will occasionally deliver the above-and-beyond customer experience. But it is usually isolated incidents when a customer’s expectations are exceeded, when an employee properly handles a problem or complaint. So, what about the rest of the time? Continue reading

three-words-to-describe-the-businessI’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year it’s October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Continue reading

Bill Gessert Shares Tips to Make
National Customer Service Week a Success

Shep Hyken speaks with writer, speaker, and President of the International Customer Service Association (ICSA), Bill Gessert about National Customer Service Week. (This year the dates are October 3-7, 2016.) They discuss the background and history of this week, which includes a Presidential Proclamation, and discuss the importance of appreciating both your external and your internal customers (the people you work with). In addition to sharing ideas that your entire company can celebrate, they also provide great tips for making this special week successful. If you want to make your National Customer Service Week a success, you can’t miss this episode of Amazing Business Radio!
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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

Water CompanyUse Common Sense

My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home. Continue reading