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Cultivating Positive Relationships Customer Service Opinion

Santa spreads spirit of customer service

Santa Claus is all about customer satisfaction. So, I was right in my element last week, playing the jolly fellow for a group of young enthusiasts. True to Santa form, everyone wound up smiling and satisfied. When handled appropriately, the Santa experience encompasses fundamentals of great customer service—kindness (empathy), giving of one’s time freely to […]

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Cultivating Positive Relationships Customer Service Kudos Opinion Tips

Customers and customer service: Perform random acts of kindness this holiday season…and beyond

Kind words. Acknowledgement. A big “thank you for all you do.” These are a few of the many random acts of kindness that both customers and customer service can perform to honor each other this holiday season. Then, pay it forward into the New Year. While this is the time of year when we pause […]

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Cultivating Positive Relationships Customer Service Opinion

Customers: Consider circumstances before judging service

Customer service presents is every bit as important this holiday season as customer service presence. Customer service needs to be present and accounted for whenever and wherever possible. But, at this particular time of this particularly challenging and anxious year, it’s time for both customers and customer service reps to give presents—in the form of […]

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Business Development Customer Service Empowerment Techniques Opinion Tips

Great Resignation magnifies customer service challenges

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 […]

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Cultivating Positive Relationships Customer Service Opinion

Remember, employees are customers, too

Disengaged employees are driving the Great Resignation. As employees are customers in their own right, it follows that their dissatisfaction is another form of poor customer service. Engaged employees, on the other hand, offer a customer service twofer. Satisfied employees provide better service to customers. It’s axiomatic. It’s common sense. It’s also a concept that […]

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Cultivating Positive Relationships Customer Service Opinion

YMCA of the Rockies: Happy employees=great customer service

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 […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Headlines warn that Great Resignation burning out those who stay

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 […]

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Customer Service Empowerment Techniques Opinion Tips

Will supply chain crisis hurt or help overall product quality?

It’s “survival of the fittest” vs. “fill shelves with anything available.” On one hand, the most fit product manufacturers, in some cases at least, will be the ones best able to keep supplies on hand during the supply chain crisis. They think ahead. They figure out solutions. They overcome obstacles. On the other hand, empty […]

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Customer Service Empowerment Techniques Opinion Tips

What happens when all those great products are out of stock?

Supply chain disruptions increasingly are leading to bare shelves. In turn, many of those great products are out of stock—leading to disgruntled, frustrated customers. Many of those customers are now crying “bad customer service” as a result, and blaming those closest to the issue—retail front line workers. Business Insider freelance writer Elle Hardy interviewed one […]

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Customer Service Kudon'ts Kudos

Product reliability valuable only IF you can get the product

In the last two months, I’ve experienced shipping mistakes and delays with FedEx, USPS, and UPS. Initially, FedEx never delivered a client check because they never picked up the check from the drop-off box. When the second delivery supposedly was sent with overnight priority, it showed up several days later. A one-day USPS check delivery […]