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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Tips

Customer service in a COVID-cranky world

As COVID continues to dominate our lives, customer crankiness is growing substantially. That makes the job of customer service specialists even more challenging. Consumers are not in a forgiving mood, as a recent article in MartechSeries.com (via PRNewswire) notes: “As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support […]

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Building Bridges Cultivating Positive Relationships Customer Service Opinion

Costco continues capturing hearts and dollars, bucking trends along the way

Gotta hand it to Costco once again. Their growth continues healthily through the pandemic, largely because of their unwavering dedication to customer service (and their strong employee support doesn’t hurt either). And, this is despite ranking lower than some competitors in the convenience category, cited by a recent ZDNet.com report as a chief consumer buying […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Help your customer service team act like caring moms and pops

Heather Wilde, CTO at Roceteer, wrote an article in Inc. Magazine entitled, “What Working at a Call Center Taught Me About Customer Service…The customer may not always be right, but you can certainly treat them better.” The essence of her advice to customer service departments and reps is to act more like caring, concerned moms […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Customer trust drives loyalty, bottom line

Mom and pop customer service traits—most notably doing business with companies you like, respect and trust—are surfacing everywhere as drivers of loyalty and the bottom line. To make it work, companies must invest time, resources and, yes, money.

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

3 Top Companies earning ‘Mom and Pop’ Kudos

While Costco was listed first on my top mom and pop kudos list, there are many companies out there with similar attitudes and aptitudes. These companies, smaller in scope than Costco, come up just as large when it comes to taking care of customers/clients. I’ve already recognized these three in previous posts. I’m bringing them […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Good Content Kudos Opinion

Costco mom and pop caring complements big-time operation

As companies grow bigger and more global, customer service in many quarters is feeling more like dealing with a caring mom and pop enterprise than a mega-company. That’s clearly the attitude of such companies as Costco, which has been making me feel right at home since 1999. (Full disclosure: I’m an unabashed, biased Costcophile with […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

Taking stock of Costco’s COVID-19 customer service

Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack of positives. Whether or not such pandemic-related policies as mandatory masks and special hours from 9-10 AM Monday-Friday for seniors and shoppers with disabilities or […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion

Pandering to rule-breakers defeats greater customer service objectives

Amid COVID-19, mask wearing has become a huge political football. As a matter of common sense and exercising critical thinking skills, wearing a mask is not about politics. It’s about our health collectively, and about showing respect for the health of others. Period.

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Robust employee training benefits all customers and preferences

Robust employee training benefits all customers and preferences by improving overall productivity, performance and attitude. Its positive impact cuts across all political, economic and social lines. Better-trained employees serve customers better—so it’s a lowest-common-denominator area that companies should address regardless of other polices and protocols.

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion

Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]