| |
| |
|
Customer Service Information |
|
|
|
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr. Galler," which shocked me further as I don't have a clue how he knew my name - obviously there was some way of identifying my car, and therefore me, at a distance. "How was your trip; was everything OK with your car?" he inquired in a friendly, personal tone. "Everything was fine I replied" "Great - I hope we'll see you back soon. There is some bottled water in the cooler over there for you" he said as he directed me towards the shuttle bus to the terminal. As I made my way out of the facility, two more staffers greeted me, not in the impersonal manner of an automaton, but as if they really cared whether I had a good experience with their product, that they sincerely wanted me to return. As I sat on the shuttle bus I considered my experience. Their product and price is about the same as their competitors. Why should I choose one car rental company over another? Simple, their attitude! They impressed me with their attitude - one of caring service, friendliness, helpfulness, and respectful courtesy. I noticed that corporate attitude on a trip over a year ago and have used this company a number of times since. I will continue to use them when I need to rent a car assuming they continue their wonderful attitude and competitive value. Where does that attitude come from? It must be intentional, starting with top management. Certainly it doesn't come from each individual employee because I have observed the same attitude at other branches of the company and I have seen an opposite attitude at many other competing companies. That positive, friendly, helpful attitude has to come right from the top. They intentionally hire people who can express that attitude, they train them to deliver that attitude, and that attitude is shown at branches throughout their system. Customer loyalty based on their service and their attitude is growing the company. Your company can do the same if your management starts with an intentional attitude that makes the difference. Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the long-running (every Sunday since November 2001) business column, "Front Lines with Larry Galler" Sign up for his newsletter at http://www.larrygaller.com
MORE RESOURCES: SPD Customer Service Window Temporarily Closed For Short Time Today 1330 & 101.5 WHBL Changes at Social Security Administration may impact customer service, benefit payments, experts say CNBC Utility Customer Service Leading a Change City of Clearwater Intel aims to refine AI strategy, hone foundry customer service Fierce Electronics Montgomery Parks celebrates Homeschool Awareness Month with engaging weekly programs for homeschool students Montgomery Parks Startek® Generative AI wins 2025 Excellence in Customer Service Award for Technology of the Year PR Newswire Renovated Parking Customer Service Center Reopens April 28 City of Norfolk (.gov) Social Security Customer Service Crisis Puts Spotlight on New Social Security Commissioner Osceola-Sentinel Tribune Gladly Garners “Overall Customer Experience Solution of the Year” In 2025 RetailTech Breakthrough Awards Program GlobeNewswire How real-world businesses are transforming with AI — with 261 new stories The Official Microsoft Blog Caro Holdings Launches AI Chat Agent Platform to Revolutionize Customer Service and Boost Business Efficiency GlobeNewswire RENUITY RECOGNIZED AMONG THE TOP CUSTOMER SERVICE LEADERS IN THE RESIDENTIAL CONSTRUCTION INDUSTRY PR Newswire Exclusive: Ex-Meta engineer raises $14M for Lace AI, a revenue generation software startup TechCrunch 7 Key Digital Tools to Supercharge In-Store Operations Motorcycle & Powersports News The email seems to be from a verified business with authentic logos - but use caution South Bend Tribune AI Will Reshape, Not Replace, the Role of Customer Service Agents, Says Info-Tech Research Group Longview News-Journal Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Center Efficiency and Customer Service Satisfaction Silicon Canals Customer Service & Support Hillsborough County (.gov) Social Security needs to prioritize customer service North Dakota Monitor CSPI & Nutrition Action Customer Service Center for Science in the Public Interest Ways to Reach Expedia Customer Service By Phone, Emails, Chat and Other Options : A Complete Guide openPR.com America’s Best Customer Service 2025 Newsweek New multilingual AI chatbot will help connect Dorchester County residents with water, sewer services WCBD News 2 Press Release Distribution & PR Platform ACCESS Newswire Revolutionizing Customer Service with Generative AI Analytics Insight Op-Ed: Social Security Customer Service Crisis Puts Spotlight on New Social Security Commissioner AARP States How Cursor AI chatbot's Big Mess is a lesson for companies automating their customer service Times of India Customer Service Center City of Tampa (.gov) Porsche placed first in 2025 J.D. Power Customer Service Index Study Porsche Newsroom Vodafone Business and ServiceNow Collaborate to Enhance the Customer Experience With AI-powered Service Automation Silicon Canals 2025 U.S. Customer Service Index (CSI) Study J.D. Power How AI Is Changing the ROI of Customer Service - SPONSOR CONTENT FROM INTERCOM Harvard Business Review America’s Best Customer Service 2023 Newsweek Welcome to Riverside Public Utilities City of Riverside, California (.gov) 311 - Birmingham’s Customer Service Center City of Birmingham, Alabama (.gov) Launch of New Districtwide Customer Service Platform The School District of Philadelphia My Utilities Account City of Santa Clara (.gov) Ways to Reach Expedia Customer Service By Phone Number, Email, or More : Guide Step by Step openPR.com USPS plans to use AI to enhance customer service Government Executive Unleashing the value of customer service Capgemini Verizon Teams Up with Google to Give 28,000 Customer Support Reps a "Personal Research Assistant" CX Today Can AI fix customer service in payments? American Banker How Gen AI Can Boost Customer Service Tuck School of Business What Your Business Can Learn From Southwest Airlines Business.com Running our contact centers on Azure Microsoft Utilities Rates City of Palo Alto (.gov) Cursor’s Mishap Becomes a Cautionary Tale for AI Customer Service Analytics India Magazine Customer service transformation Capgemini 354th FSS gains new Customer Service Portal eielson.af.mil 11 key elements of excellent customer service Business.com |
|
|
|
RELATED ARTICLES
Client Service as a Competitive Advantage As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really excel at?" They will almost always reply, "It has to be our client service. 4 Easy Steps to Better Online Customer Support Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too. How To Build Stellar Client Relationships Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . Dont Work with Jerks: How to Recognize a Difficult Client Early Five minutes into the call I knew this client was going to make my life miserable. The problem was, I already said "Yes. Aint We Wonderful! It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. Dissatisfied or Rude Customers Can Be Satisfied Customers On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of 300 people to resolve my problem. Businesses Need to Rehumanise Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here. 8 Critical Steps to Establish a Customer Service Culture "Every company's greatest assets are its customers, because without customers there is no company,"--Erwin FrandDuring our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. Marketing as a Spiritual Practice "Marketing as a spiritual practice." It sounds contradictory - how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success. Customer Service and Marketing that Works Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.The old days of customer service is where you the customer were viewed as valuable and important and you received service from a person and not a machine. Customer No Service - How to Lose a Loyal Customer! So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. What Every Employee Should Know About How to See Customers Problems from Their Creative Side Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems. Customer Service - A Lost Art? Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!! As a home business owner, it is imperative to my business that customer service is ALWAYS a top priority. Top Ten Strategies for Delivering 5-Star Customer Service Customer satisfaction is valuable, but customer loyalty is priceless. In today's competitive world of business, it is becoming more and more important to deliver customer service that is unbeatable. Customer Service, the Internets Primary Neglected Business Concern Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Provide Exceptional Value - Grow Your Business The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value. Quality vs. Quantity There is a battle in Call Centers. The teams are Quality vs. All of the World of Business Is a Stage One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through. Writing The Book On Great Customer Service Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Debt Elimination Scam May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.
|
| home | site map |
| © 2006 |