If you want to find out just how bad customer service is, go buy something. It hardly even matters where you go, who you call, or which website you visit. Sure, there are exceptions—those fabled companies that spring to mind when one thinks about legendary customer service: Zappos, Disney, L.L.Bean,
Tipping is a form of recognition—a way for customers to say, “Thank you” to service providers. Tipping, in most settings, is voluntary and left to the customer’s discretion. Even so, many restaurant servers feel entitled to 15 percent or more from every table they wait on. Likewise, bellmen and skycaps
This post is the eighth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The eighth advantage is to consider service a verb.
When it comes to serving customers, most companies are more concerned with posture than performance. Posture is based on what companies say they do—a stated claim or promise. Performance is based on what companies actually do—fulfillment or disregard of that claim or promise. Would you rather do business with a
This post is the seventh in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The seventh advantage is to deliver service heroics. When
This post is the sixth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The sixth advantage is to provide pleasant surprises. One
This post is the fifth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The fifth advantage is to use appropriate humor. The
This post is the fourth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The fourth advantage is to convey authentic enthusiasm. To
This post is the third in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The third advantage is to share unique knowledge. A
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