On the front lines of customer service – how field reps represent

September 10, 2014

I frequently consult with a wide range of field reps in different industries, from EMTs to plumbers. While most reps are hardworking, independent and conscientious, they are still human. Like everyone else, they too get tired, overwhelmed and wary of dealing with angry customers. Regardless of their industry, however, most field reps’ concerns are similar … More On the front lines of customer service – how field reps represent

Company Policy Causes a Trip to the Emergency Room

March 13, 2014

Have you ever received horrible service that was based on a policy that made absolutely no sense in your situation? Was the policy in your case so far removed from common sense that it simply left you shaking your head in disbelief? Worse yet, was the offending party so entrenched in the policy that no … More Company Policy Causes a Trip to the Emergency Room

How poor telephone etiquette can lose a customer in 5 seconds or less

February 27, 2014

Have you ever called a business and the person who answered the phone spoke so quickly that you doubted you called the correct place? Did you ask for the customer service rep’s name and not understand the reply, feeling embarrassed to ask again? The problem with this poor first impression is that it’s a long … More How poor telephone etiquette can lose a customer in 5 seconds or less

Complaining without arguing? Is it possible in customer service?

February 20, 2014

Have you ever called a company to complain about a product or service? Were you so frustrated that you started to yell? Were you successful in winning the complaint by yelling? We’ve all been there. And, most likely, we’ll be in similar circumstances again. Therefore, we should be well prepared to win a complaint when … More Complaining without arguing? Is it possible in customer service?

Broken promises – the newest addiction in customer service?

February 13, 2014

I have a hot button. But, maybe it’s just me. Maybe I blow things way out of proportion. But, my latest pet peeve is about people in service industries who don’t do what they say they will—people who simply don’t fulfill promises made to their customers. The Verizon representative who promises to call you back … More Broken promises – the newest addiction in customer service?

How the Ritz-Carlton CARES about Customers

February 6, 2014

When people talk about companies that deliver great customer service, the Ritz-Carlton is consistently included in the conversation.  In an interview with the Ritz-Carlton Shanghai’s General Manager John Rolfs, he shares his keys to success. Watch the short 2.38-minute video of the interview. Key take-aways: C is for Credo: All employees carry “the Credo” with … More How the Ritz-Carlton CARES about Customers

Why Being Happy NOW is So Important

January 30, 2014

On January 10, 2014, Sam Berns died at the age of 17 of complications from a rare premature-aging disease called progeria. Although Sam knew his life was short, he lived each day to the fullest and inspired teens and adults alike to adopt his positive mindset. Check out Sam’s inspirational message: http://tedxtalks.ted.com/video/My-philosophy-for-a-happy-life;search:Sam%20berns Sam’s three principles: … More Why Being Happy NOW is So Important