Who NOT To Listen To About Customer Service Improvements by Robert Bacal Social media has provided anyone who wishes to expound on customer service (and many other topics) regardless of their expertise, experience or agendas. This makes it more difficult for businesses to get a…
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”…
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…
Who Knows Your Customers Best? It’s The Front Line Staff Gathering Customer Satisfaction Data Every Staff Member A Researcher by Robert Bacal Last month we discussed the importance of measuring client satisfaction if one is interested in improving service quality. This month we are going to present to…
At Your Service: The Ten Commandments of Great Customer Service! by Susan Friedmann, CSP Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and…
Why Companies Don’t and Won’t Improve Customer Service There’s a great cacophony of nonsense about a lot of things related to customer service particular by self-proclaimed experts with large followings on Twitter. While these folks are good at self-promotion one has to wonder what qualifies…
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…
Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It – Five Guidelines It’s great that there is so much discussion about how businesses can improve their customer service, but most studies show that the perceptions of customers is…
