When customer service goes way beyond the expected…

It’s something we’ve learned not to expect—good customer service from your typical “big box” store. We just take it for granted that any problem or question we have while shopping at the store is going to be a struggle to get resolved.  When and if we are...

Don’t explain, make it right!

A pizza-loving friend of ours tried every brand of roasted vegetable pizza he could find on the market. After months of testing, he decided that one company’s “Roasted Vegetable & Goat Cheese Flatbread Pizza” was the best—except he could never seem to...

Strive for one-on-one contact with your customers

Technology is a wonderful thing. It helps us do more with less time and expense. However, one of those ways it helps shouldn’t be with customer service, which is to say, it shouldn’t put up a wall between you and the customer. Instead, the kind of data you can gather...

Is your customer service training sustainable?

It’s a common scenario, apparently.  Companies make a big effort to train their employees on providing excellent customer service and then the improvements seem to last three or four months. Some companies don’t even bother trying. The author of this article asserts...