Developing Customer Service Skills For 30+ Years
Generic customer service training for government staff is looked on as a waste of time, and “out of touch”, by employees who are forced to attend. Customer Service Training In Government – What Works, What’s Needed Q: When we talked about the challenges government faces…
It’s true. Social media has made customer service worse for most of us. Is It Possible That Social Media Is Making Customer Service Worse? You Bet, and Here’s Why Q: You’ve commented that you believe social media will make customer service worse, overall. How can…
Effects of Negative Tweets On Business WAY Over-Estimated Why Negative Tweets About Your Brand Aren’t As Important As You Might Think Q: These days, aren’t businesses justifiable in their concerns that criticism on Twitter might damage their businesses? Robert: I think brands should pay attention…
Using Facebook For Customer Service – Something You Didn’t Know The Facebook Customer Service Paradox Q: You’ve mentioned something about the Facebook paradox as it pertains to using Facebook as a customer service vehicle. What does that mean, Robert? Robert: It’s really simple. When you…
If we treat employees like slaves, we get slave-like behavior. Customer Service Vs. Servitude, and I’ll Have Some Brats With That Q: I noticed that you had a brief conversation with an online colleague of yours, (@altmilan) who suggested that people on both sides of…
When it comes to customer service, companies only need to be “good enough” to not overly piss off customers. How Good Does Customer Service Have To Be? The Answer Will Surprise! It’s the secret large companies know and customer service advocates don’t. How good does…
Today, I read two articles on branding and social media. First, I read that its even more crucial now to try to create brand loyalty via social media. Second, I read that brand loyalty is dead. It’s confusing. how can we create brand loyalty amidst…
In an article entitled Businesses Lose $75 Billion Due To Poor Customer Service, appearing in Forbes and dated May 17, 2018, customer service “expert” Shep Hyken explains: NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s…
Interview and Learning Resources: Customer Service Standards The Importance of Customer Service Standards Q: Robert, do you believe that every business should have standards that outline the minimum levels of customer service? Robert: Yes, I think it’s important for a number of reasons for organizations…
Online customer forums and communities are exceedingly powerful tools for building customer loyalty and increasing the long term return on investment (or lifetime value) of each customer. They are also often misused and neglected because it takes a commitment of time to keep them under…
