Shopping with Cybercellar; a lesson in customer service

Craig Strachan - Keep Talking!

As Johann and I agreed it was the courier that messed up (and not Cyberceller themselves), but we also agreed that as a customer it was not my problem who messed up. You can turn a customer around by turning a negative experience into a positive one. Service excellence is shown at its best when things go wrong. Communication Customer Service customer service

Why Customer Centricity Will Win You More Business (in 2020)

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Customer centricity is a buzzword you can hardly escape these days. But, despite so much talk, few companies actually understand how to keep their customer focus sharp and, more importantly, why this area is worth more attention. So let’s dig into the matter and take a look at some great customer centricity examples, illustrating why this practice cannot be ignored in 2020. What is Customer Centricity? Why Customer Centricity is Important in 2020 (and Beyond).

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This is what customer service is!

Craig Strachan - Keep Talking!

The customer service staff were friendly, supportive and helpful. Imagine if every company offered such great service. What service do you offer? Customer Service Amazon KindleI have had my Amazon Kindle for about 18 months (6 months out of warranty), and a few weeks ago it started behaving strangely, in that whenever it went onto standby, it would crash. So, I started a live chat with Amazon support on their website to see if we could resolve it.

How to Set Up a Winning Customer Success Program

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The customer success movement is getting stronger year over year. In 2019, 83% of Customer Success teams increased in size. This year, even more organizations plan to invest in new customer success management programs to ramp up their service levels. But what does customer success mean? What is Customer Success. In short, it’s the way you ensure that your customers are getting the most value they can out of your products and services.

Six customer service tips for speakers

Speak Schmeak

While reading hubby's company newsletter last week, I came across some excellent retail customer service tips, which I've adapted for speakers. Guess what: If you're a speaker, you're in customer service, too! Remember these tips when you're preparing to meet your customers -- your host, your organizer, your event planner, and your audience. Treat the customer as the most important part of your job -- not an interruption of it.

Walmart Steps Up Customer Service with Human Touch

Jane Genova: Speechwriter - Ghostwriter

Sure, Walmart has installed lots of self-service check-out robots. But, alongside that automation there has emerged a very personal service. That customer service representative scans all your items, right there. No other discount grocery outlet on the main drag here in Austintown, Ohio can compete with that human and fast service. There you might be standing in a human-kind of check-out line or looking like you might be ready to check out.

2019 40

Six customer service tips for speakers

Speak Schmeak

While reading hubby's company newsletter last week, I came across some excellent retail customer service tips, which I've adapted for speakers. Guess what: If you're a speaker, you're in customer service, too! Remember these tips when you're preparing to meet your customers -- your host, your organizer, your event planner, and your audience. Treat the customer as the most important part of your job -- not an interruption of it.

Use your customers to improve your product

Craig Strachan - Keep Talking!

This is a simple and elegant way to make a better product, and to have happier customers. How are you involving your customers? Is it easy for your customers to provide feedback? Be afraid of our customers Heard in a presentation by (the other) Michael Jackson “Yes, Tags: Communication Customer Service Web/Tech commuication feedback Microsoft spelling word I have been using Microsoft Office 2010 for a few months now.

How Customer Experience can Make Your Brand Successful

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It is not only the quality of the product or service that matters but how customers perceive a business and if the expectations of the customers are met. This all has a lot to do with what is called Customer Experience (CX). In fact many experts now believe that Customer Experience is as important as the brand itself. Understanding Customer Experience (CX). The Customer Journey. For this purpose, organizations also create customer journey maps.

10 things to never say to a customer

Craig Strachan - Keep Talking!

Here is a brief extract from an interesting list of 10 things to never say to your customer. It is from&# the amazing service guy&#. Speech presented in September 2007, discussing customer service, and how. Speech presented in September 2007, discussing customer service, and how. Tags: Communication Leadership & Management Lists of 10 (or more) customer service lists

6 Customer Journey Maps You Can Swipe

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Business displayed their inventory; customers came in and physically assessed it and bought what they liked. And in smaller stores, there were sales clerks to help the customer along that journey and a clerk to help with return and exchanges. The customer had experiences (now known as CX) each time he visited that store. Online selling, however, has changed the customer journey. What is a Customer Journey? How to Create a Customer Journey Map.

Real Customer Service?

Speaking Of...

There are speakers and trainers who make their living teaching companies about customer service--what it is, and how to deliver it. Maybe these are state workers, and feel that service or being cordial isn't their job. A few simple, friendly words, delivered honestly, while you look at me, get my attention, and keep me coming back as your customer. Tags: customer service hospitality courtesy

How Well Does Your Business Rate When It Comes to Delighting Customers?

Speaker Launcher

The post How Well Does Your Business Rate When It Comes to Delighting Customers? Most Recent Post Speaker Marketing Speaker Product Development customer satisfaction customer service serving clientsThis past week I attended my first Masters Golf Tournament at Augusta National Golf Course. I surprised my husband with the tickets for Christmas, and we were both blown away by the experience and the operation.

Hybrids: Package services, giving clients/customers choices

Jane Genova: Speechwriter - Ghostwriter

  In Denver, reports Sarah Perez in Tech Crunch, the retailer is piloting a version through which customers can order groceries online. The payoff for that particular store is that WalMart studies show that some customers will still enter the store and pick up items they forgot to order earlier. We in professional services are learning the hybrid approach.  That is, provide a menu of options to clients/customers.

Staples' Customer-Service Hero Stories - Totally Tech

Jane Genova: Speechwriter - Ghostwriter

June 27th, 2014 will go down in Staples history as The Customer-Service Hero Story.   In the pre-digital era, customer-service hero stories were all about material goods, like tailored suits from Nordstrom. Managment consultant Tom Peters baked into his presentations the iconic tale of the Nordstrom sales clerk who took on a sort of marathon to deliver the suit to the home of the customer who needed it.

2014 43

Healthcare's Struggle in Customer Service - EyeCare Associates' Model (Northeastern OH)

Jane Genova: Speechwriter - Ghostwriter

From the get-go, Eve Care Associates surprised me with its customer service. Ernestine the Operator was on the money when she bluntly told customers: Hey, you gotta put up with us. Those studying healthcare delivery and customer service might swing by EyeCare Associates and observe. Shocker: They cared about me.    Those "they" included eye surgeon Dr. Sarah Smith , MD. Until then, I had regarded the healthcare system in the U.S.

2017 43

Listen Up, FBI - Many College Students Are "Customers" of Term Paper Research/Ghostwriting Services

Jane Genova: Speechwriter - Ghostwriter

This service, advertising for academic writers on the Boston part of Craigslist help-wanted, may be among them. Or, this service could be crossing the line over to actually involving the "customer," that is the student paying for the service, in a type of unethical and illegal deception. The student passes that "job description" to the ghostwriting service, which then appears on a dashboard, with the fee which will paid to the writer.

2019 40

Discover Card's Systems, Customer Service - Irate (Former) User Loses It

Jane Genova: Speechwriter - Ghostwriter

On a feedback survey I would not give him an "A" in savvy customer service. Let's cut to the chase. Last night I canceled my Discover Credit Card. I should have done that six years ago when I perceived it gave me erroneous information about what the interest rate would be when the period for the balance transfer ended. Why did I stay? Why do laid-off older lawyers continue to chase jobs in the legal sector?

2016 43

The Keys to Closing More Business with Ron Karr

Speaker Launcher

The Wealthy Speaker Podcast business sales Customer Engagement customer service Jane Atkinson Ron Karr speaking business speaking business strategies speaking strategy velocity mindsetAre you a good closer? It’s not everyone’s superpower, some are fantastic, and others struggle with it.

2020 65

Check-Out Clerk - Assertion of Human Dignity or Lousy Customer Service?

Jane Genova: Speechwriter - Ghostwriter

I expected the usual customer service platitude about being sorry for the delay. No, I didn't march to the customer service desk and demand to talk to the manager and get the email address of the corporation owner. Or allow myself to be the victim of the front lines of poor customer service?  Spoiler: I took the high road and did not report the unusual behavior of this check-out clerk in small-town America.

2018 43

Customer Service Secret

Fripp THE Executive Speech Coach

“If you roll out the red carpet for a billionaire, they won’t even notice it. If you roll out the red carpet for a millionaire, they expect it. If you roll out the red carpet for a thousandaire, they appreciate it. If you roll out the red carpet for a hundredaire, they tell everybody they know.” Patricia Fripp.

Podcast: Book Interview: Peter Shankman’s “Customer Service”

Communication Steroids

Tim and Roger use Peter Shankman’s book “Customer Service: New Rules for a Social Media World&# as a launching point for a discussion on using social media in your customer service. Get the book: Tim and Roger use Peter Shankman’s book “Customer Service: New Rules for a Social Media World” as a launching point for a discussion on using social media in your customer service.

Brand Bundling - Sleepy Hollow Outlet, Boardman, OH Does Low Prices/Extreme Customer Service

Jane Genova: Speechwriter - Ghostwriter

Because of the Brand Bundling of low pricing/Wow customer service, my quest also ended at Sleepy Hollow. Sleepy Hollow Outlet.    That brandname, on the left side of Market Street in Boardman, Ohio, caught my eye. I pulled into the front of the mattress discount store. My four-footer son, LOV, and I had been traveling for five days from Tucson, Arizona, to Austintown, OH. We blew into town the previous afternoon.

2016 43

Client/Customer Service: Not so eager to please

Jane Genova: Speechwriter - Ghostwriter

There are heroes in client/customer service. Smart communications players had known forever that holding back on 100% client service was the way to not only higher margins.  But we have learned, often the hard way, that it isn't profitable to be among them.  Even upscale retailers like Bloomingdale's are pushing back. BLOOMBERG BUSINESS WEEK reports on how the high end isn't pretending that a dress brought back for a full refund hasn't been worn.

2013 40

Emergency declared at VANITY FAIR's Customer Service

Jane Genova: Speechwriter - Ghostwriter

  Within the last hour or so, VANITY FAIR's Customer Service responded to a question with the notice that it can't respond because of a emergency.  Could the emergency be that VANITY FAIR publisher Graydon Carter mandated that Customer Service have its Holiday Party at his restaurant the Monkey Bar?  A tip in from Gawker. 

How to Start Digitizing Your Supply Chain Management

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That’s problematic because customers now demand goods and services to be delivered as fast as possible. Customer Service. To achieve better levels of interactions, increase transparency in between those functions and improve service levels, most businesses are now considering digitization. Flexibility – any change in end-customer demands can be immediately addressed by the supplier.

2019 56

Write an email that improves CX and drives repeat business

SpeakerSue Says...

It has never been more important to the customer experience, repeat business and smart business to: Communicate, Communicate. This customer service message provides none of that. Take care of your customers and they’ll love you for life. Your customers’ happiness is not secondary. Sue provides engaging, fully customized virtual training that will energize your team – and their sales results. First, a moment of silence.

2020 40

Do you want my money or not?

Craig Strachan - Keep Talking!

Communication Customer Service business customer service moneyWhy do so many companies make it so difficult to give them money? Here are just 5 ways to make me take my money elsewhere? Don’t have a website. Have a website, but don’t provide contact details. Have a website with contact details, but don’t respond to my queries. Don’t return my phone calls. Break your promises, or make unreasonable promises.

2011 100

How Voice of the Customer Concept Can Boost Sales and Revenue

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Many small businesses continue to grow as a result of customer satisfaction, whereas many large organizations can decline when they fail to account for the voice of their customers. In order to understand the needs of customers, businesses can focus on Voice of the customer. What is Voice of the Customer (VoC). VoC is essentially a market research technique for understanding customer needs, preferences and expectations. Customer Surveys.

2019 40

The Customer is Always Right. And for the duration of your speech, the audience is your only customer

Pivotal Public Speaking

It has always been a challenge to maintain the view that the customer is always right – not just in speaking, but in business especially. It can try the most patient and accommodating business owner or customer service professional. But if we can achieve it, maintain that view, go into our speaking with [.]. audience public speaking quotations about public speaking

2017 40

Good Customer Service Is More Than Good PR

Fripp THE Executive Speech Coach

Good Customer Service Is More Than Good PR. At a time when every customer counts we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer -- but everyone he or she knows as well. Each department depends and dovetails into the other to produce quality in service or product.

Focusing on the wrong things means sales – and customers – lost

SpeakerSue Says...

Focus on the customer. Become your customer. Care for your customer. Or, watch your customers choose other providers who do. Communicate so your customers know you are focused on their success and happiness more than on your own (sale, product, service). My male dog, BC, had a “hot spot” that I allowed him to lick (because really would you want to wear one of those collars of shame?). Don’t judge me.

2019 43

An unexpected gift

Craig Strachan - Keep Talking!

How do you give unexpected gifts to your customers? How do you keep your customers loyal? What do you do to get your customers to tell everybody about your great service? Speech presented in September 2007, discussing customer service, and how. Speech presented in September 2007, discussing customer service, and how. Tags: Leadership & Management Stories sales chocolate customer service gifts

2010 135

Are you in the minority?

Craig Strachan - Keep Talking!

Customer Service sales manners service smalltalkI was queuing to pay at a shop the other day when my phone rang. I took the call and quickly hung up when I got to the front so that I could pay for my shopping. The shopping assistant was surprised that I had hung up to speak to her. She told me that it was the first time that had happened, and everybody else just carried on speaking on the phone while they paid; as if she did not exist.

2011 109

Wine and service

Speak Schmeak

He commented on how many businesses are focused on the bottom line rather than making a good experience for customers or employees. He strives to personalize the experience for each customer, in terms of tasting, conversation, etc. He considers the experience of each customer a "happening" that is unique to each person each time. At the first tasting room yesterday we met Mike, a soon-to-be grad student studying management.

Wine and service

Speak Schmeak

He commented on how many businesses are focused on the bottom line rather than making a good experience for customers or employees. He strives to personalize the experience for each customer, in terms of tasting, conversation, etc. He considers the experience of each customer a "happening" that is unique to each person each time. At the first tasting room yesterday we met Mike, a soon-to-be grad student studying management.

Cover Letters - Creating Illusion They Are Custom-Made (5 musts)

Jane Genova: Speechwriter - Ghostwriter

The shelf life of a job, project assignment, or new business service has become shorter. However, employers and prospects for our business services are mandating: no generic cover letters. The good news is that we can retrofit our pattern letter to come across as custom-made for that particular opportunity. The search for work has become increasingly time-consuming. And we have to do it more often.

2016 47

Those Student, Customer, Client Evaluations - High Angst Among Workforce

Jane Genova: Speechwriter - Ghostwriter

Those are filled out by students, customers, and clients. By then, come on, the glow about great service has had time to dim. The rage about perceived bad service has had time to fester. At a call center for the ecommerce unit of a home-improvement service, customers are asked to provide feedback through a survey. Remember when our jobs and professional mobility primarily depended on what our superiors were thinking and the word of mouth of the powers that be?

2015 50

What is a Business Model Canvas?

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Customer Segments. Start simple with questions like Which are the demographics of the major customer groups being targeted? Why are they going to be interested in the product or service? This section could be extremely lengthy, depending on the business model, but should only contain the most central concepts at the heart of the model that attract customers or generate revenues. Customer Relationships. Additionally, how is customer engagement tracked?

2018 54

Professional Services Firms - The Soul-Withering Experience of Being Stiffed

Jane Genova: Speechwriter - Ghostwriter

A professional services firm does the work. Should a lawyer have custom-made the contract and we not commenced work before the other parties signed? The invoice is sent. The invoice isn't paid.    Then it dawns: We are "being stiffed." " Of all the soul-withering experiences in earning a living that probably heads the list.

2018 40

Marketing Professional Services - Google Is Our Store Front

Jane Genova: Speechwriter - Ghostwriter

Traditional large and midsized law firms should join the small ones and solos in feeling threatened by the online, on-demand services of LegalZoom. Clearly, when looking for solutions, clients/customers - and not only in legal services - increasingly are making their first stop online. The corporate general counsel might prefer to shop around for legal services just that way.

2018 40

Does Delighting Customers Really Drive Sales?

SpeakerSue Says...

Is it possible to truly delight customers? Developed from the HBR article, “ Stop Trying to Delight Your Customers” , it actually recommends that you should delight them. Delighting today’s customer means making their life easy, being efficient (or if you’re dealing with a socializer-type personality, being social – and knowing the difference), and creating an effortless buying experience. Can you truly delight your customers?

2014 46

Dimmi ResDiary Evaluates Restaurant Customers: Beware Getting a Scarlet Letter

Jane Genova: Speechwriter - Ghostwriter

The customer may always be right. It sizes up restaurant customers. Among the data it collects and stores are the details which helps dining establishments provide superior service. That includes knowing customers' preference in meat preparation and if they perceive waiters as intrusive if they hover around.  But that doesn't mean she will get a good seat in a restuarant in Australia.

2014 43