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Customer Service Information |
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More Customers - Watch those Little Things
Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK. The Laptop I have a laptop which is under warranty - 5 working day turnaround they said when I rang them about a power problem. Efficient and effective they were too. So someone came to collect it the next day and, as they said, I got a call 5 working days later to say it would be delivered back, by courier, the next day. And by 10.32 am, it was. I enquired on the second call what had been found to be wrong, but the person on the other end didn't know, "There will be an engineers report in the box". And there was. The Restaurant My wife went out for a meal with 14 others from her place of work. A nice little restaurant, privately owned. The meal was all home made, with one or two little touches that were a bit special. Being a works 'do' they were a little boisterous and the staff in the restaurant took good part and joined in the fun as well. They were made to feel very welcome indeed, from the minute their coats were taken, to closing the door behind them. At one point, someone tasted one of the sauces and commented on how nice it was and was given a pot, neatly wrapped, to take home. "Drop the pot back in anytime", the waitress said. When someone said they fancied something not on the menu, the chef came out and with a little banter, 10 minutes later had made one up specially. Wine was in the costings and even though they had managed to get through a couple of bottles (and more!), the wine kept flowing to the end of the meal. The chef came out to wish them well at the end and thank them for coming. Two examples of perfectly acceptable service. One experience adequate and one memorable. I wonder which one will be recommended to others? It doesn't take much to make your customers or clients feel special. It takes forethought and focus. Especially when we work remotely and don't have the opportunity to meet with our customers and clients face-to-face. Customer service is an art, not a science. It is about building relationships which last and, ultimately, your customers will do the marketing for you. And you will profit. As sales people we need to deliver that 'extra mile' service Then we will reap the rewards. And not dissolve into nameless and faceless experiences which are just 'OK'. OK won't do any more. As Walt Disney said:- "Do what you do so well, that they will want to see it again and bring their friends." Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com/customer_service.html. Martin also has an blog where other business, management and customer 'observations' appear (almost) daily! You can find that on the website.
MORE RESOURCES: Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Business Wire Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com Firm to expand customer service in Yorkshire with new service centre Golf Business News CSPI & Nutrition Action Customer Service CSPI Newsroom Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Fulton County Recognized as a 2024 National Customer Service All Star Fulton County Government Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf How Intercom Achieves 86% Resolution Rates with Claude AI: A Customer Service Revolution - Anthropic |
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