Customer service complaint regulation may be coming to a business near you. According to an article in Forbes.com, “Stricter regulations will force businesses to focus on complaints management…With the new Australian regulation RG 271 having gone into effect on October 5, 2021, we predict that similar regulations will continue to expand around the globe — […]
Category: Business Development
A December 2021 Godaddy.com article that addresses “10 ways to create better predictability in customer service” notes, “Creating predictability in customer service is one of the most challenging things to do for small business owners. It’s one thing to do customer service yourself when you’re just starting your business. But as you scale and hire […]
Everything that goes into good customer service is being tested by the Great Resignation. Adequate staffing, training, and employee engagement and longevity are among the most stressed areas. It’s hard—if not impossible—to provide top-notch customer service when there aren’t enough well-trained, seasoned, and motivated company employees in place to do the job. Adequate staffing is […]
I got a reminder last week about the importance of “training” communications channels right along with reps to accurately inform and educate. The matter seemed to be simple: I wanted to donate an old flat-screen TV. After a couple hours calling around, based on website-based policies for such items, I learned that many communications either […]
Forbes Senior Contributor Micah Solomon addresses a great question about customer service standards falling as a company scales up operations. He notes: “Is such lowering of standards irreversible, the inevitable status quo as a company continues to scale? Decidedly not—if you relentlessly resharpen your focus and tenaciously stick to your guns once again in only […]
In today’s complex, fast-scaling work environments, competent and ongoing training is an absolute requirement to achieve customer service success. Without it, workforce attitudes and aptitudes suffer—with consequences impacting customers in frustrating ways. To provide complete and accurate information to would-be as well as present customers, companies must ensure that their customer service reps know the […]
One end of the pendulum to the other: From not communicating enough with customers to deluging them with confirmations, reminders, requests, survey questions, and directives via automated platforms and conversations. Clear, consistent communication is one thing. This is getting very noisy and annoying. While most customers can control the level of information provided to some […]
Regardless of how you define “customer experience,” “customer experiences,” and “customer service,” you need it all. An article in astutesolutions.com goes back and forth between talking about customer experience (CX) and customer service. It’s all interrelated. The article notes: “We live in the age of the customer. They now have the means and technology at […]
Is taking care of customers a strategy or a tactic? Is it transactional or a relationship? Does it encompass problem-solving or the totality of the experience with the customer? The answer to all of this is…all of this. In some circles, the process of problem-solving with customers is a series of tactical transactions. In other […]
My longtime friend, Ann Jesse, just died. Ann didn’t just practice stellar customer service, she created it. When diagnosed with Hepatitis C in the nineties, she started a national Hep C support organization to provide the help and answers she hadn’t been able to find anywhere else. The Hep C Connection grew to one of […]
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