Designed disservice drives many customer service policies
Of the many weak links in customer service policies, deliberate disservice to make a buck is one of the weakest. A recent Harvard Business Review article asks, “Why Is Customer…
How do non-profits stack up in the ‘customer service’ realm?
Given my TV viewing habits, I get bombarded daily with appeals for contributions to everything from sick seniors to abused animals. Some time ago, with the exception of St. Jude’s…
Customer service is only as strong as the weakest link
Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in your company can pay substantial dividends…
Get empowered to solve customer service problems
Lack of clarity, confidence and catalyst seem to be the primary reasons people don’t go the extra mile to seek out satisfying customer service solutions. Lack of clarity can be…
When at first you don’t succeed, ratchet up leverage and rhetoric to get deserved customer service
When going beyond the normal customer service loop to executive-level help, the outcomes generally will be satisfying. However, there are companies that just don’t seem to care no matter what…
‘Ghostbusters’ provides insights to customer service solutions
There are surprisingly easy ways for you to get the customer service you want and deserve. Most consumers give up right away after trying and failing to get customer service…
Continuing government shutdown offers insights into customer service triumphs, Trump travesties
Community contributors ranging from individuals to organizations are providing food and other support to furloughed and unpaid government workers—its own form of “customer service.” In stark contrast is the “customer…
What frequency of marketing outreach works best?
Too much marketing prospecting—both to upsell present customers and acquire new ones—can be a huge turnoff. Marketers incessantly and blatantly promoting themselves on social media—versus offering helpful insights and information—can…
