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Business Development Cultivating Positive Relationships Customer Service

Business development benefits from courting customer service stars

Looking for new business contracts? Consider courting companies that are customer service stars. If a company scores high on customer service, it follows that they may also be committed to providing a high-quality product or service, and treating all their stakeholders well. Stakeholders include suppliers/vendors, partners, and employees. It improves the odds of working with […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

Once the force is with you, rinse and repeat

Engaging and exercising your Customer Force of 1 abilities isn’t always a one-time opportunity. Once relationships with key higher-ups are established, there may be reasons to reach out subsequently. My favorite example, of course, is Costco. (Why would you expect anyone else? 😊) Years ago, I had an issue with a third-party company partnered with […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Social Media

Going viral potential amps up Customer Force of 1 influence

Airlines called on the carpet for perceived passenger mis-treatment. Companies seeing stock plummet after a negative quality report spreads like wildfire. Celebrities dethroned after a slur. It’s all part of our viral world. It can bring down captains of industry and raise up a single individual to immediate fame. The omnipresent potential for going viral […]

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Building Bridges Customer Service Empowerment Techniques

4 practical, tactical tools to achieve the best ‘Customer Force of 1’ outcomes

There is an etiquette of sorts that will help ensure achieving the best possible Customer Force of 1 results from higher-ups in the organization you’re targeting for help and resolution. Here are four tips to help you get there: Leverage your initial contact with the regular customer service department. Sometimes, when you’ve experienced poor customer […]

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Building Bridges Customer Service Empowerment Techniques

Be a customer service force of 1

While customer service departments and representatives generally are doing a better job of addressing consumer satisfaction in a timely and complete manner, it’s not always sufficient to rely on others to move the process forward. In some cases, the impacted customer needs to go further and farther to pierce the normal routes and get needed […]

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Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Comcast customer service fails to follow through

Over-promising and under-delivering takes many forms, as a Comcast customer service snafu detailed by ZDnet.com’s Chris Matyszczyk shows. A log-in failure on HBO Max, part of a Comcast plan, led him to Comcast customer service to solve the problem. Ultimately, the problem was resolved…by HBO Max, not Comcast. Oracle.com addresses how customer service can and […]

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Cultivating Positive Relationships Customer Service

Be who you are, then build on it: Customer service success tips

The pandemic has proven a catalyst for companies to enhance their customer experience (CX), retain customers, and build loyalty. A McKinsey & Company report sums up the challenge and reward of improving customer experiences: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Peloton experiences ‘under delivering’ customer service woes

It may be Joe Biden’s stationary bike of choice, but Peloton is currently a poster child for under delivering, with buyers expressing strong frustration about long waits to get their bikes delivered. Notes the New York Times in a January 17, 2021 article: “Peloton’s Rapid Rise Is Threatened by Its Slow Delivery…The company has boomed […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

Robert Peters exemplifies heart and soul of customer service

Promises and performance are chief spotlights of customer service. Companies that over-promise and under-deliver increasingly are finding their reputations, and consequently their revenues, jeopardized. Conversely, companies that go the extra mile to meet or even exceed their promises are retaining existing customers while attracting new ones—often in droves. As the spotlight on enlightened customer service […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

Pandemic inspires 2021 customer service trends

Truly, 2020 was the personification of philosopher Plato’s declaration, “Necessity is the mother of invention.” Dictionary.com explains the statement: “A need or problem encourages creative efforts to meet the need or solve the problem. This saying appears in the dialogue Republic, by the ancient Greek philosopher Plato.” Wow. What a year it was. And, by […]