It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? Continue reading
This week on our Friends on Friday guest blog post, my friend and colleague Michel Falcon shares six strategies to make any small businesses successful. I especially like number two as I strongly believe training is a key to success. – Shep Hyken Continue reading
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
They call it customer service, but sometimes it isn’t. Sometimes it is a department that calls themselves “Customer Service,” but sometimes they aren’t. Sometimes it is a system – that sometimes doesn’t work. You try calling them and are placed into an automated system that makes you believe that you will eventually talk to a customer service representative. What sometimes happens is that you get frustrated, hang up and start over, hoping again you will talk to a live person. Then, just about the time you think you are getting connected, a recording comes on telling you how long your wait will be. Sometimes it is 30 minutes, 40 minutes or even longer. Has this happened to you?
And this is what some companies call “customer service!”
Earlier this year I had the wonderful opportunity to work with Verizon Wireless and their call centers. Their goal is to answer the phone within a surprisingly short period of time, and they usually do. That strategy, along with a focus on “one call resolution” helps create loyal customers. Why? Because, they create a pleasant experience, which creates confidence, and ultimately can lead to customer loyalty.
Unfortunately, I am finding the Verizon example to be the exception, rather than the norm, when it comes to the customer support some companies are delivering. Too many companies and people think they are delivering customer service, but sometimes they aren’t. How about you? I hope so!
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)