|Customer Service Information|
Customer Service Information
Customer Service Friction: A Double-Edged Sword CMSWire
Customer *service* friction is felt by customers and businesses. Here's how to reduce friction for everyone concerned.
Some Cash App Users Call Fraudulent Customer Service Line NBC 6 South Florida
Users of Cash App called NBC 6 Responds after they say they found a fake customer *service* number online when trying to reach out for help.
How to Cultivate a Killer Customer Service Team Customer Think
An excellent customer *service* team can make or break a business. There are plenty of reasons to grow and expand your team as your business and audience ...
Memphis woman says she was duped by a fake customer service number for Cash App WMC
A Memphis woman is warning users of the popular mobile payment *service* Cash App about crooks looking to prey on those who need help with their accounts.
Why American Airlines needs to lift its customer service Airline Ratings
Airlines aren't renowned for their after-sales *service* â€” the Internet is replete with tales of woe â€” but a recent personal experience shows American Airlines ...
Cash App Users Call Fraudulent Customer Service Line NBC 6 South Florida
Users of Cash App called NBC 6 Responds after they say they found a fake customer *service* number online when trying to reach out for help.
Can the Publix customer service experience be brought online? RetailWire
Through a special arrangement, presented here for discussion is an excerpt of a current article from Frozen & Refrigerated Buyer magazine. As it moves into an ...
What happened to customer service? Gwinnett Citizen
While training employees at Sears Roebuck I recall the instruction manual. When there's a complaint employees are told to apologize first, determine the ...
Sterling Ford honored as an exclusive member of Ford President's Club The Daily Advertiser
A local dealership in Opelousas is setting a name for themselves in outstanding customer *service*. Sterling Ford-Lincoln of Opelousas has earned the brand's ...
Bring back good customer service Kennebec Journal & Morning Sentinel
What ever happened to good, old-fashioned customer *service*, when you picked up the phone, dialed the *service* department and bingo, a real, live person was ...
50 Articles About Customer Service You MUST Read Small Business Trends
Wondering how to knock customer *service* out of the ballpark? Here are the 50 best customer *service* articles you must read to get started.
Great Expectations: What Businesses Need To Know About Customer Service in the On-Demand Economy - Forbes
Great Expectations: What Businesses Need To Know About Customer Service in the On-Demand Economy Forbes
It's hard to imagine a time when humans survived without Google and Amazon delivering information and products as immediately as the laws of physics allow.
Dear Annie: Wanted: real customer service NJ.com
Annie Lane gives advice to a person who misses "real customer *service*."
This AI Software Is 'Coaching' Customer Service Workers. Soon It Could Be Bossing You Around, Too - TIME
This AI Software Is 'Coaching' Customer Service Workers. Soon It Could Be Bossing You Around, Too TIME
I'm on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computerâ€¦
Five Overlooked Customer Service Tips That Will Ensure Repeat Business Forbes
Loyalty doesn't happen on the first interaction, and probably not the second. It's a series of predictable and consistent experiences that get the customer to come ...
Are Consumers Ready For Chatbot Customer Service? pymnts.com
For better or worse, call centers are often retailers' public face. Customer *service* can make a stronger impression on consumers than other factors like price, ...
Your View: Ballad's customer service bodes poorly for their health care Bristol Herald Courier
Ballad is investing mightily in all sorts of promises for better health care, but apparently little to customer *service*. If their delivery of customer *service* equates to ...
6 tips for getting good customer service from a 'bad' airline? Yes, please and thank you! - USA TODAY
6 tips for getting good customer service from a 'bad' airline? Yes, please and thank you! USA TODAY
By combining a little bit of social media research with patience and basic manners, you can have a good flight on any airline â€“ even low-rated ones.
How Delta Is Leveraging Appleâ€™s Business Chat, AI For Better Customer Service pymnts.com
The Call Center Commerce Tracker examines how airlines like Delta are using AI and mobile messaging for improved customer *service* and wait times.
You canâ€™t ignore GDPR in customer service ZDNet
How customer data moves through your contact center will determine your compliance path.
Customer Service And GDPR 07/12/2019 MediaPost Communications
Customer *service* teams must keep three things in mind if they want to comply with GDPR: Consent management, customer data access and/or retention ...
Kirkwood program helps train for customer service positions KCRG
The Customer *Service* Professionals Certificate at Kirkwood Community College has teamed up with 11 eastern Iowa businesses.
ICTSI Pakistan launches rail service: New service to enhance customer service - Hellenic Shipping News Worldwide
ICTSI Pakistan launches rail service: New service to enhance customer service Hellenic Shipping News Worldwide
Pakistan International Container Terminal (PICT), a subsidiary of International Container Terminal Services, Inc. (ICTSI), in cooperation with the state-owned.
Is Customer Service the New Therapy? The New York Times
Unloading on an anonymous customer *service* representative who is obligated to listen has a certain appeal. And it's free.
12 Reasons Why Customer Service Chatbots Fail Business 2 Community
Customer *service* chatbots are a white-hot topic nowadays. Vendor marketing drumbeat is loud, and they promise nothing short of eradicating world hunger with ...
Bonney Lake Walmart unrolling new tech, growing customer service jobs Q13 News Seattle
BONNEY LAKE, Wash. â€“ While economists and labor experts warn artificial intelligence and automation could eliminate thousands of manufacturing jobs in the ...
Woman warns of 'fake customer service' scam targeting popular money transfer app WSB Atlanta
A Cobb County woman has a warning for others after she said a fake customer *service* representative scammed her out of hundreds of dollars.
Airbus Acquires Aersud Elicotteri, Expanding Presence and Customer Service in Italy - Rotor & Wing International
Airbus Acquires Aersud Elicotteri, Expanding Presence and Customer Service in Italy Rotor & Wing International
Airbus Helicopters has acquired longtime Italian partner Aersud Elicotteri, strengthening its presence in Italy with a dedicated customer *service* center.
Ask Annie: Wanted: Real customer service SILive.com
Dear Annie: Am I the only one who feels that life is too complicated these days and that I feel absolutely powerless when it comes to calling a big company to get ...
Barron Heating's New Barron Technician School Helps Provide Strong Jobs, Excellent Customer Service to the Region - whatcomtalk.com
Barron Heating's New Barron Technician School Helps Provide Strong Jobs, Excellent Customer Service to the Region whatcomtalk.com
For over 47 years, Barron Heating has provided excellent installation and repair *service* of heating, ventilation and air conditioning (HVAC) systems to homes ...
Hottest Trends and Companies in Customer Service, Marketing, and Sales: The CRM Top 100 - Destination CRM
Hottest Trends and Companies in Customer Service, Marketing, and Sales: The CRM Top 100 Destination CRM
We're pleased to unveil our inaugural â€śCRM Top 100â€ť issue, in which we highlight the leading companies and hottest trends and technologies in customer ...
Need Customer Service for an App? Prepare to Lose Your Mind The Wall Street Journal
App-based services have made our lives easier in so many ways. But when things go awry, they offer few paths to real assistance.
Inside Sales and Customer Service Bike Biz
i-ride.co.uk are the UK's leading specialist cycle distributor. Our growing portfolio includes Fulcrum Wheels, Orro Bikes, Northwave, Continental Tyres, De Rosa, ...
AI's Increasing Role In Customer Service Forbes
Customer experience should always be a top focus for any business. As AI is increasingly adopted, the potential impacts to customer *service* are announcing ...
Five Ways To Motivate Your Customer Service Team Forbes
There is no doubt that customer *service* and customer experience have come to the forefront of the C-Suite's attention. Creating a good *service* experience that ...
Starbucks Just Stepped Into More Customer Service Controversy. This Time, the Customers Are Very Powerful - Inc.
Starbucks Just Stepped Into More Customer Service Controversy. This Time, the Customers Are Very Powerful Inc.
What do you do when a policy says one thing and your staff apparently do another? And then police campaign for customers to dump you.
RLS Logistics to Launch New Proprietary Customer Service Portal Benzinga
NEWFIELD, N.J., July 15, 2019 /PRNewswire-PRWeb/ -- In order to be successful in today's competitive marketplace, companies need a third party logistics ...
Customer Service Issues Said to Frustrate Federal Employees Too FEDweek
Efforts to improve *service* to the public, long cited as one of the public's major frustrations with the government, must recognize that the customer *service* ...
Five Customer Service Practices That Drive Consumers Crazy Forbes
The author outlines five bad customer *service* practices that occur all too often in spite of the modern day supposedly being the "marketing era."
5 things to know about Tuesday's CMP public hearings WGME
The first of three public witness hearings about Central Maine Power is Tuesday in Portland. The hearings are related to two ongoing investigations by the Public ...
CDK hones in on dealer software, customer service Automotive News
The company is divesting its digital marketing business as it hones in on dealership software and customer *service* under new CEO Brian Krzanich.
Combine humans and bots for a winning customer service experience Customer Think
Live chat in customer *service* has experienced continued popularity over the last several years. Why? Among the reasons cited by customers include all-hours ...
Three Tips For On-boarding Your Customer Service Agents Customer Think
During the last few weeks, I've spent hours upon hours onboarding new members of my team. From updating and creating documentation for them, to showing ...
The Future of Customer Service Is Driving Down the Sidewalk (Slowly) Inc.
Like every teenager, I pined for pizza--but not just because I grew up in Chicago and our pies are the best in the world. The delivery guy was the guitarist in a ...
How To Master The Art Of Customer Service In The Tech Industry Forbes
Customer *service* in the tech industry has become a bit of a lost art. So many of our systems and procedures â€” from marketing to onboarding to client ...
Overstock Recognized with Numerous Awards in Tech Innovation and Customer Service and Loyalty in First Half of 2019 - Yahoo Finance
Overstock Recognized with Numerous Awards in Tech Innovation and Customer Service and Loyalty in First Half of 2019 Yahoo Finance
The online retailer received its second Appy Award and eTail's Best in Class Award for Best Mobile App SALT LAKE CITY, July 09, 2019 -- Overstock.com, Inc..
The Man Who Made Comcast Look Good, And Other Unlikely Employees Who Rock Customer Service Forbes
Sweeping customer experience initiatives are great. However, it's a mistake to ever forget that great customer *service* isn't delivered by the boardroom.
4 Proven Ways to Improve Customer Service Using Social Media Small Business Trends
If you're looking to improve customer *service* using social media, these four tips from Larry Kim are a great place for small businesses to start.
Hearings: In Child Welfare Court, Customer Service is Key The Chronicle of Social Change
A social worker in Los Angeles shares concerns about the lack of respect shown to parents and their advocates in dependency court.
What Do Passengers Really Think Of Airline Customer Service? Forbes
It's not your imagination. Airline customer *service* is getting worse, according to a new survey of passengers.
Delivering 360 customer service through AI, automation and the all-important human touch - - Enterprise Times
Delivering 360 customer service through AI, automation and the all-important human touch - Enterprise Times
Andrew White, CEO, Contexta360 argues AI can help humans give a better *service* to customers by surfacing the right data to make good contexual decisions.
The Rise of Human Agents: AI-Powered Customer Service Automation Forbes
As chatbots, and other forms of AI-powered automation become more commonplace, companies should welcome the efficiencies they bring. Customer *service* ...
Peter Tesei op-ed: Town makes strides in customer service Greenwich Time
As my office is assembling the final report for Fiscal Year 19 Community First Goals, I can't help but reflect on the tremendous progress the town has made on ...
Part-Time Customer Service/Administrative Assistant Charlotte Agenda
With over 50 years of experience, Clark Hall specializes in manufacturing and selling of custom iron doors and entryways. We offer a turn-key solution for ...
Beware! Scammers Clone Apple Customer Service Number WHNT News 19
Phishing scams are nothing new, but con artists continually look for ways to make them harder to spot. One of the newest iPhone phishing scams seems so real, ...
Chick-fil-A is taking over America by offering the best customer service in fast food - Business Insider
Chick-fil-A is taking over America by offering the best customer service in fast food Business Insider
For the fourth year in a row, Chick-fil-A was named America's most beloved fast-food chain in the American Customer Satisfaction Index annual survey.
Seekonk family left stranded after airline cancels without notice Turn to 10
A Seekonk family wants answers after their dream vacation was canceled without notice. The Medeiros family was supposed to fly to the Azores, a chain of ...
How To Crush Your Competition Through Customer Service Kindness Forbes
It's entirely possible to vaporize your competition, one customer *service* interaction at a time. It's a simple concept, but a profoundly effective strategy. Here's how ...
Glia Listed in Gartner Report "The Gartner Customer Service Technology Vendor Guide, 2019" - PRNewswire
Glia Listed in Gartner Report "The Gartner Customer Service Technology Vendor Guide, 2019" PRNewswire
NEW YORK, July 11, 2019 /PRNewswire/ -- Glia, a leader in enterprise Digital Customer *Service* solutions, today announced that it has been included in ...
A broken guitar, a YouTube video and a new era of customer service Marketplace.org
The viral revenge song â€śUnited Breaks Guitarsâ€ť turns ten. It was widely reported that within five days of Canadian musician Dave Carroll posting a video for a ...
Rent The Runway Is Finally Addressing Its Customer Service Issues Forbes
Rent the Runway customers got an e-mail today addressing some of the company's customer *service* issues â€“ an indicator that the company is keen on ...
5 Winning Ways Entrepreneurs Can Build a Great Customer Service Team Black Enterprise
One team essential to the success of your business is your customer *service* team. Here are five ways to build a great customer *service* team.
10 Examples of Great Customer Service Small Business Trends
The benchmarks for good customer *service* is higher than ever! Here are 10 examples of great customer *service* to inspire you to go above and beyond.
13 Steps Business Owners Should Take To Inject Humanity Back Into Customer Service Forbes
As your business grows, don't let your customers become numbers on a profits graph. Put the "customer" back in "customer *service*" with these helpful tips from ...
Jacksonville to open new customer service center CBS19.tv KYTX
JACKSONVILLE, Texas â€” The city of Jacksonville is opening up a new customer *service* center next week. The new center is an efforts to make life easier not ...
Op-Ed: Tesei On Greenwichs Customer Service Improvements Greenwich, CT Patch
Op-Ed: Tesei On Greenwich's Customer *Service* - Greenwich, CT - Peter J. Tesei: "Our town is fortunate to have a highly professional workforce that embodies ...
Tumi's Disappointing Customer Service One Mile at a Time
Tumi's warranty in general, as well as their customer *service* on the whole, leaves a lot to be desired. This reinforces why I switched to Briggs & Riley.
New Nextiva Vice President to Lead Global Customer Service Team Channel Partners
In his new role, Trevis Schuh will lead Nextiva's global customer *service* team and report directly to president and COO Marc Stoll. He brings more than 25 years ...
Highmark WV recognized for excellence in customer service WV News
PARKERSBURG â€” Highmark Blue Cross Blue Shield West Virginia was recently recognized at a national conference for its customers *service* efforts.
ONLINE CUSTOMER SERVICE COORDINATOR Pedestrian TV
If you like to provide exceptional customer *service* at every touchpoint and simply love beautiful homeware, we have the perfect position for you. Papaya ...
Where to Find the Best Customer Service in Grand Junction kool1079.com
Apparently, good customer *service* is still alive and well in Grand Junction.
RANKED: 11 fast-food chains with the best customer service in America Business Insider
While some fast-food chains may be burdened by a reputation of distracted cashiers and dirty dining rooms, a few brands rise above the competition.
3 Counter-intuitive Customer Service Lessons Entrepreneurs Should Learn Entrepreneur
How a bad experience at a self-styled "luxury" Sydney hotel reminded me of the most important customer *service* lessons for small business owners and ...
Verint Only Vendor Recognized in Three Customer Service Evaluations by Independent Research Firm - Yahoo Finance
Verint Only Vendor Recognized in Three Customer Service Evaluations by Independent Research Firm Yahoo Finance
Named a Strong Performer in Conversational AI Report; Ranked Highest in Current Offering Category in Customer *Service* and Digital Voice of Customer ...
Montgomery County Treasurer increases tax collection customer service WHIO
Treasurer Russ Joseph has made it a priority to increase his office's level of customer *service* to taxpayers.
These airlines have the best customer service Business Insider
Skytrax surveyed more than 20 million passengers for this year's rankings. Here's who passengers said had the most helpful airport and cabin crews.
Delivering Effortless Customer Service Doesnâ€™t Need to Be Difficult Business 2 Community
Photo by rawpixel.com from Pexels. skip. Ads by Hooly. Customer expectations continue to rise. Products should be more durable, easier to use, and less ...
Huntsville travelers are frustrated with Silver Airways customer service WHNT News 19
HUNTSVILLE, Ala. -- After having their flight canceled and not getting any assistance, Patti Hood and her husband want to share their experience booking with ...
The Most Ridiculous (And True) Customer Service Stories MoneyWise.com
If you've ever found yourself feeling optimistic about the human condition, avoid a job in customer *service*. Seriously. Anyone who's worked in any kind of ...
New HGTC coursework provides customer service focused certificate South Strand news
Horry-Georgetown Technical College will offer a Customer *Service* Specialist Certificate beginning this fall. The certificate program is part of the school's ...
Job: Bike Mechanic with Customer Service Skills â€“ Pedal Bike Tours BikePortland.org
Bike Mechanic with Customer *Service* Skills. Company / Organization. Pedal Bike Tours. Job Description. At Pedal our mission is to create joyful and memorable ...
How Deltaâ€™s Customer Service Is Riding An AI Tailwind pymnts.com
PYMNTS examines how call centers are innovating their authentication and fraud protection strategies while keeping the customer *service* experience ...
Ctrip Celebrates Customer Service Day Nasdaq:CTRP GlobeNewswire
SHANGHAI, China, June 18, 2019 (GLOBE NEWSWIRE) -- On June 14th, Ctrip Group celebrated its second annual â€śCustomer *Service* Day,â€ť a day dedicated to ...
TechSee Smart uses AI vision to aid contact center support TechTarget
TechSee Smart is a visual contact center platform that uses AI to recognize customer images, identify issues and suggest fixes to the live agent for a faster call ...
I'm developing AI that can read emotions. It's not as creepy as it sounds CNN
Consumers will grow to appreciate how artificial intelligence that can precisely gauge our thoughts and feelings will make our daily tasks easier and experiences ...
The Amazon effect on travel customer service: Patience is no longer a virtue PhocusWire
The old saying that patience is a virtue is no longer valid. Not in today's world, where top brands like Amazon, Uber and Netflix have changed the expectations of ...
Despite Amazon Prime Day, FM shops "mom and pop" for one-of-a-kinds Valley News Live
We visited some one-of-a-kind, mom-and-pop shops here in the Valley to see how they fared during the online frenzy that is Amazon Prime Dayâ€”and which ...
Is Customer Service The Same As Customer Experience? I Debate Myself 06/24/2019 - MediaPost Communications
Is Customer Service The Same As Customer Experience? I Debate Myself 06/24/2019 MediaPost Communications
Like many others, I'm sure, I talk to myself quite frequently. And these conversations very often occur out loud versus internally â€” which apparently means I'm ...
Dia&Co Bridges Phone And Digital Customer Service To Combine Efficiency With The Human Touch - Retail TouchPoints - Retail TouchPoints
Dia&Co Bridges Phone And Digital Customer Service To Combine Efficiency With The Human Touch - Retail TouchPoints Retail TouchPoints
Reducing post-purchase friction is important for any retailer, but the stakes are even higher for subscription-based companies that need to keep aband...
Buying Perishables Online is Changing Customer Service Big Time TheWiseMarketer.com
In seemingly less time than it takes for a frozen chicken to thaw, the online grocery shopping experience is changing. And online chicken sales is part...
RICHARDSON: Customer Service in 2019 | Business Fredericksburg.com
I've been thinking a lot about customer *service*, or perhaps a lack of customer *service*. I've determined there are several ways to ensure your organization will not ...
Gardens police: Customer-service worker stole thousands from hearing-aid company Palm Beach Post
PALM BEACH GARDENS â€” A customer-*service* employee embezzled at least $25,000 and possibly as much as $100,000, from the hearing-aid company that ...
Complaint about CPD 'customer service' goes to mediation The Republic
A woman is appealing findings from the Columbus Police Department following an investigation into a customer *service* complaint she made against the ...
Leadership Corner: Mastering Customer Service MyHighPlains.com
Customer *service* is often the difference maker for a business thriving or failing.
When AI-enhanced customer service is on the line, so is your privacy Privacy News Online
Customer *service* is a crucial part of many businesses, so it comes as no surprise that digital technologies are increasingly being applied to this field. By its very ...
Friendlier IRS: New law requires focus on customer service Pittsburgh Post-Gazette
What does it take to make the IRS friendlier to taxpayers? Nothing less than an act of Congress. The Taxpayer First Act, which President Donald Trump signed ...
Connecting Customer Service (CS) and Customer Experience (CX): Insights from AT&T and Verizon - MarTech Advisor
Connecting Customer Service (CS) and Customer Experience (CX): Insights from AT&T and Verizon MarTech Advisor
Who owns customer experience and how can organizations do more to strategically leverage the wealth of customer insights that customer *service* collects over ...
Should small businesses actually use live chat for customer service? eSellerCafe
We look at live chat software and how it can help you provide great customer *service* to your online shoppers while they browse your site.
Dear Annie: Customer service sparks frustration | Lifestyles Bismarck Tribune
Dear Annie: Am I the only one who feels that life is too complicated these days and that I feel absolutely powerless when it comes to calling a big company.
You Can Now Text Delta's Customer Service â€” but Only If You Have an iPhone Travel+Leisure
Next time you have a question or concern on your Delta flight, all you'll need to do is send a text. According to USA Today, Delta Airlines is testing a new *service* ...
Making Your Contacts Work For You
The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. I went through my script and when I asked her why she thought her home hadn't sold, she said to me, I just don't know, I put it in the paper. I then asked her if she had a FSBO sign in her yard, or if she had posted any flyers around the neighborhood or in the nearby markets. She said, why no, I haven't. To make a long story short she said she would ask her granddaughter to help her do just that. She thanked me profusely and I told her to call me if she needed any help!
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.
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from."
To Complain and Win! - My Personal Recipe
Prime directive: Make sure your claim is reasonable! Otherwise, forget it.
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is so powerful that it will immediately change the way you do business.
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....
4 Myths about Customer Value
The purpose of business is to create and retain a customer.
Your Career Plan--Think Like A CEO
You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day. Conversely, you're gut tells you that everything would be different if you could only find the right career match. You could stop hitting the snooze button every morning and get back into enjoying the game of life.
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the bills
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. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q.
What Every Employee Should Know About Putting Positive Phrases Into Customer Service
If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?
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. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for a lot of big companies.
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?
CRM = Customers (dont) Really Matter
CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life.
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
How to Keep Customers
Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London.
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.
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an eastern European company (these were the days when East and West Europe rarely traded with each other). These fridges were very cheap ? and they worked! The retailer passed on much of this low cost to grateful customers who purchased them in great numbers. What the retailer didn't consider was that fridges ? unlike tins of beans ? occasionally need spare parts. They sometimes breakdown or are damaged. What the retailer forgot was AFTER SALES. It was entirely understandable the customers would make the assumption that the retailer would have this in hand. Trouble is, they didn't. The parts - and the engineers who knew who to fit them - were in Poland. So, to many customers, what seemed like a bargain turned out to be a problem. This retailer is now very successfully selling non-food goods alongside food products and I am sure they did the decent thing by refunding their disgruntled fridge customers of many years ago. Not all companies are so good with their customers. Some will sell products as a one-off transaction and will not be interested in what happens from the moment the product has been sold. "We don't do repairs and we don't sell spare parts. Contact the manufacturer." This is not a lot of good if you live in the U.S. and the manufacturer is in Shanghai, for example. Of course, some products and are not designed to be repaired or refurbished. The manufacturers simply expect them to be thrown away at the end of their life, even if that life is relatively short. An example is the microwave oven. Who fixes yours? Nobody, I suspect. They are usually repairable, but rarely is one ever repaired. No, they just end up in landfill alongside many other goods that are also thrown away rather than "made good". No wonder many countries around the world are introducing legislation to limit the extent to which such goods can be tossed away so casually. So, next time you are considering a purchase, especially the purchase of an expensive product or a mechanical product, consider the following tests: 1. Is it built to last? 2. Does it come with a guarantee? 3. Is there evidence of the product's durability? 4. Is it designed to be repaired? 5. Are spare parts available? Remember also, that repair is better for the environment than replacement. Of course, old products do need to be replaced eventually, but why replace prematurely just because you have purchased a product that failed the tests above? One group of products that pass these tests with flying colors is Insect-o-Cutor Fly Killers. Have a look at www.flykiller.net and you will see them there. Let's put them to the above tests: 1. Insectocutor Fly Killers are made of steel. Their solid construction is one of their best selling points. 2. They come with a 5-year guarantee 3. Go to any restaurant or commercial kitchen and you will see Insectocutor fly killers that have been there for 20 years ? and still going strong! 4. Insectocutor fly killers are constructed in a logical way making repairs straightforward. Insectocutor also provides support for repairs. 5. Insect-o-Cutor sells a range of spare parts for all of their fly killers ? even for models that are no longer in production. And their best UK distributor, Arkay Hygiene ? at www.eeeee.co.uk - is always happy to provide these spares as well as replacement u.v. lamps and glueboards After sales is just as much about the customer as it is about the product. Making a sale is not the end, it is just the beginning. Insect-o-cutor is a good example of a company that demonstrates its concern for it customers through the long-term support offered for its range of products. Just think on that one when you are next down the municipal dump with your broken down microwave!
Is your Online Business Customer-Friendly?
Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the need for overtime staff, or lengthy voice mail procedures.
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?
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