Developing Customer Service Skills For 30+ Years
Customer Engagement File Guidelines For Assessing Whether Customer Service Is “Good” For Your Company by Robert Bacal If you’ve read Parts One, Two And Three of this series, you should now realize that trying to increase customer engagement is just as likely to damage your…
Customer Experience File When Customer Engagement Actually COSTS A Company Money by Robert Bacal In part one of these series, we mentioned that if you increase customer engagement (whatever that means, and there’s no universal definition), the result “may be that you see positive results…
Use YOUR Experience As A Customer To Better Serve Your Customers Understanding Angry Customers by Robert Bacal You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives?…
A Guide To Customer Expectations Regarding Customer Service and Customer Experience In Various Industries and Niches Your comments, criticisms, agreements and disagreements highly welcome. In an article entitled Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It –…
The Myth of Going Where The Customers Are (Customer Service and Social Media) There’s a huge myth about the need to use social media to interact with and provide customer service to customers that is costing companies huge amounts of money while actually pushing customer…
Some Wild Ironies – Social Media, Twitter Fail and Customer Service Two ironies. Both connected with Twitter, and one highlights the general ineffectiveness of Twitter for business. One – Relying On Twitter Just participated in a chat about customer service where the topic was whether…
The Mental Game Of Dealing With Difficult Customers Customer File – Success With Difficult Customers – The Mind Set by Robert Bacal We all have to deal with difficult, angry or even manipulative customers. The process is usually infuriating, frustrating and time consuming. While it often seems…
Repeat: There is only one Zappos and we can never be “it”. Why Zappos Is A Poor Example For Customer Service Shocked at the idea that you shouldn’t try to emulate the legendary companies of customer service like Zappos and Nordstroms? Read on. There are…
Specific Techniques To Improve Your Understanding of Your Customers The Gold Standard: Understanding Your Customer Using customer service and customer experience to gain competitive advantage requires you to UNDERSTAND your customers at a fairly deep level. It’s not enough to have information about them. You…
Twitter IS A Broadcast Medium, NOT A Conversational One And Implications For Customer Service Over the last two years, I’ve noticed that conversations (dialogue, responses to tweets) have been harder and harder to find despite that fact that social media mavens keep talking about Twitter…
