Customer Service Zone

Developing Customer Service Skills For 30+ Years

Delighting Customers/Exceptional Customer Service Critical? Nope. Myth!

Delighting Customers/Exceptional Customer Service Critical? Nope. Myth! Delighting customers is a path that will only work for less than 2% of companies, or even less depending on niche. You aren’t Zappos. You can’t ever be Zappos, so don’t try. The really uncommon customer service idea…

Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele

Natural Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele   The overwhelming number of government employees are sympathetic to victims of natural disasters, but let’s not forget that employees are under huge stresses themselves, and need to…

Moving Companies & Airlines – Two Kinds of Businesses Struggling With Customer Service Issues. Why?

Moving Companies & Airlines – Two Kinds of Businesses Struggling With Customer Service Issues. Why? Stephanie Thum is mad. So, mad in fact, that she posted some 10-20 tweets tagged #custserv about her moving company letting her down and delivering terrible customer service. Stephanie is…

Government and Customer Service – An Oxymoron? Why Do People Perceive the Government As Being Poor At Customer Service?

Government and Customer Service – An Oxymoron? Why Do People Perceive the Government As Being Poor At Customer Service? It’s a song as old as the first government. Government is bureaucratic. It doesn’t reward good customer service. Government is full of forms. Government employees don’t…

Case Study: Failed Customer Engagement On Website

Customer Engagement File Customer Engagement Case Study – Pulling Things Together by Robert Bacal Acme is an online book store and publisher, with a relatively successful and profitable website. Their daily traffic runs at about 3,000 unique visitors a day, and while they don’t sell…

Business Types Where MORE customer engagement backfires

The Customer Engagement File Various Business Types Where Customer Engagement Gives A Negative Return On Investment by Robert Bacal In Parts One and Two of this series, we talked about the importance of defining what we want customers to interact  or engage with, AND to…

Customer Engagement A BAD Thing?

The Customer Engagement File Think Twice Before Trying To Increase Customer Engagement by Robert Bacal Note: Customer engagement is one of those words bandied about, often mentioned, but seldom analysed in terms of achieving business goals. In this new series we’ll look at customer engagement…

Why Customer Service Won’t Differentiate Brands In The Market Place. And It’ll Get Less Important In The USA

Customer Service Myths Why Customer Service Won’t Differentiate Brands In The Market Place. And It’ll Get Less Important In The USA Many people, including a good number of business “experts” have suggested that the quality of a company’s customer service will make it “stand out”…

Customer Service and Social Media – Myths and Myth Step

Social Media Has Not Improved Customer Service Quality Customer Service and Social Media – Myths and Myth Steps The patient was injured in a very severe auto accident, and lay, sedated, on the gurney in the operating room. Dr. Schmidt gazed down at the ashen…

Is Much of What You Believe About Customer Service Wrong? – Part 1 By Robert Bacal

Common wisdom about business value of customer service often way over-stated. Is Much of What You Believe About Customer Service Wrong? – Could Be. By Robert Bacal As is probably the case with you, I’m someone who makes a living by being interested in customer service,…

Learn To Succeed With Difficult Customers

Copyright © 2023 Customer Service Zone