Just stayed again at the YMCA of the Rockies in Estes Park, CO. Once again, the accommodations were superb. Customer service was even better. Evidently, the Great Resignation either hasn’t hit the facility hard, or the YMCA is handling it well. I had a couple issues requiring a maintenance visit to our cabin—including a non-functioning […]
Category: Cultivating Positive Relationships
How will the “Great Resignation” impact customer service? With so many people quitting present jobs and searching for new opportunities (including changing industries and entrepreneurism), existing company resources are being stressed and strained. Moving forward, this will adversely impact the ability of companies to maintain and/or improve customer service levels and commitments. Customer service is […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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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