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Building Bridges Cultivating Positive Relationships Customer Service Opinion

Emotional intelligence prevails when system glitch surfaces at Amazon

A couple weeks back, I ordered two items on Amazon. When the delivery failed, I requested and immediately received a full refund. I re-ordered the items. Two days later, the “undeliverable” items showed up. I likely could have kept quiet and gotten everything free. Instead, I called and explained the situation. At first, the rep […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Tale of two companies: Nova Home Loans displays emotional intelligence in contrast to loan servicer emotional ignorance

A key tenet of successful customer service is the level of emotional intelligence or ignorance that prevails. This pervades all facets of customer service, but one where much improvement is needed is the written word. Especially now, amid major stress, anger, and frustration, corporate America could do itself proud by communicating positively and supportively. Instead, […]

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Business Development Cultivating Positive Relationships Customer Service Opinion Social Media

Communications channels need to back up customer service reps

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 […]

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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

Incessant advertising is another over-communication mistake

I can die a happy person if I never see another Golo or American Home Shield TV commercial come up on the screen. Make no mistake, I actually checked them both out initially. Golo offers a regimen to battle insulin resistance and American Home Shield covers home repairs. In fact, I initially found the American […]

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Business Development Cultivating Positive Relationships Customer Service Opinion

T-Mobile goes overboard in ‘customer service’ communications

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 […]

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Cultivating Positive Relationships Customer Service General Marketing Opinion

Bait-and-switch prospecting taints customer service expectations

When a company courting you starts out with a bait-and-switch pitch to get your business, chances are excellent that their customer service leaves much to be desired as well. It’s the epitome of inaccurate and incomplete information. I recently came upon a new and somewhat compelling nutritional program article. Interested, I filled out a profile […]

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Cultivating Positive Relationships Customer Service Opinion

Telling you what you want to hear, not what you need to know

Pandemic-soothing commentary coming from the Trump White House established new, awful standards for telling people what they wanted to hear versus what they needed to know. Factual outcomes dashed hopes, ruined lives, and rendered a horrible disservice to those supposedly being served—the American people. In an effort to mollify customers or move on quickly to […]

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Cultivating Positive Relationships Customer Service Opinion

Inaccurate, incomplete customer service answers bewilder consumers

In an increasingly complex world deluged with communication overload, it’s more important than ever for customer service reps to provide accurate and complete information. Unfortunately, it’s ever-more-challenging to do this, especially when the issues involved are emergent and/or complex in their own right. Pandemic-triggered efforts to relieve both personal and business suffering have provided huge […]

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Cultivating Positive Relationships Customer Service Opinion

Customer caring success grounded in traditional tactics

Call it what you want, customer care, customer service, customer experience—the basics are still grounded in traditional tactics that worked hundreds of years ago. Today’s discussions, offerings and latest shiny tech toys are all variations on the same themes we’ve always cited as keys to success. According to astutesolutions.com: “78% of consumers said their customer service […]

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Cultivating Positive Relationships Customer Service Opinion

Consistency, self-sufficiency, fast answers drive customer care success

Hit-and-miss customer care ultimately won’t cut it. Neither will experiences that don’t provide adequate self-service options. Companies with perceived “slow poke” responses also will drive consumers elsewhere. Customers expect a consistently positive experience, the opportunity to decide how to interact, and fast answers. They’re not patient when these expectations aren’t met. An astutesolutions.com article addresses […]