Video: How To Provide Good Customer Service – Four Tips

How to Provide Good Customer Service This five minute video clip is aimed at teenagers working in the fast-food industry, but is sure to find an audience with anyone dealing with angry customers within the service industry. Four essential tips for defusing hostile customers are demonstrated, then…

More Resources: Excellence In Customer Service Case Studies

It’s harder than you might think to find really good, detailed case studies of excellence in customer service that are informative and detailed enough while also being general enough to learn from. We’re trying to pull together case studies or mini case studies we think…

More Resources: Customer Service Related Research

Research On Customer Service – Studies Of Consumer Behavior If you want to make effective decisions about the levels of customer service your customers require to help your company be successful, you have two choices: You can read second, third, fourth, and fifth hand interpretations…

How Confused Are We About Customer Behavior?

Factors That Confuse Businesses’ Understanding Of Customer Service And What Customers Want previous page on the difficulties of understand customers Another Problem: Effects Of Customer Service Probably Long Term, Not Short Term Another reason why it’s difficult to determine both what customers “want”, and how…

Why The Research Is Wrong On Customers Paying For Better Service

Why The Customer Service Research Gets It Wrong: …continued from here The Over-Generalization Problem Before we look at the evidence that supports or disconfirms the survey research on this subject, we have to address a central problem. If you look at the quotes at the…

Dumbed Down Advice From Dumb Customer Service Experts

How Our Dumbed Down “Understanding” Of Customers Destroys Good Service By Robert Bacal You’d think it would be easy to determine what customers want. Just ask them. Or, watch them behave. There aren’t any other options. If businesses could get actionable and accurate information this…

Important Conclusions: What Customers Want

Radical Customer Service – Understanding Customers Important Conclusions About What You “Think” You Know About What Customers Want, and The Power of Customer Service continued from You can’t “understand customers”. You can only understand customers within the context they operate ; their locations, cultural backgrounds,…