Developing Customer Service Skills For 30+ Years
Customer service IS broken and it’s in the interests of companies to keep it broken! Is Customer Service Broken? Q: Robert, do you feel that customer service, generally speaking, is broken? Robert: That may not be the best question to ask, since it’s kind of…
When customers can be anywhere on the Internet, it makes no sense to “serve them where they are”, and it’s costly and wasteful. How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere? Q: One of the exhortations I…
Should We Be Rethinking Customer Service? Q: From reading your recent comments it sounds like you do not support the position that customer service needs to be improved. What is your real position? Robert: It’s a good question because if you look at episodic communication…
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…
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…
Evidence That Customers DO NOT Pay LESS For Less Customer Service (Continued from Customers Are NOT Paying More For Service) Over the last decade, many industries and niches have successfully moved away from providing quality customer service, to a model that is based on price….
