This past week produced a number of new-normal positive outcomes and observations feeding our self-administered “customer satisfaction.” My exercise continues at a more robust and intense pace than it was BC (Before Coronavirus). I’m exploring reading choices previously in the to-be-determined category. For example, I’m focusing on news outlets that seem more balanced and global […]
Self-administered customer service is especially important right now. Try finding and appreciating people, places and things that give you joy and “customer satisfaction.” They’re all around and plentiful. This is truly an opportunity to explore and expand horizons. Give it a try. MARK LUSKY Along with a robust new exercise regimen, expanded personal growth and […]
In the short time since my last post, much of our world has been relegated to a party of one. Shelter-in-place orders are proliferating across the country, and people increasingly are shying away from even minimal interpersonal contact. To counter the frustration this situation brings, think about what you still CAN do instead of what […]
I’ve often said that we’re all small businesses consisting of ourselves. While we may not be self-employed, we all certainly perform what can be called basic business functions in our day-to-day lives. The current coronavirus crisis provides an opportunity to practice “B2B” customer service with our family, friends, colleagues, neighbors and communities-at-large. In essence, we […]
A balanced perspective about the coronavirus would provide a great customer service to We the People. Instead, we have sensationalized media on one side proclaiming that the “sky is falling.” On the other side, we have the Trump Administration glibly maintaining that the condition is being contained. While the media’s job in large part is […]
Establishing consumer awareness, ensuring consumer safety and promoting education are three critical customer service functions. As everything from product counterfeiting to coronaviruses becomes more front-and-center in the eyes of the public, companies need to step up their game to provide critical information and help safeguard the public as best they can. A CNN.com report at […]
To recline or not to recline on a plane: That is the burning first-world dilemma currently making all kinds of headlines. The scandal began when a male passenger started punching the reclined seat of a female passenger. Even Ellen DeGeneres has weighed in through a Travelandleisure.com article. The article points out, “Ellen [DeGeneres] is the […]
Companies can tout customer service, execs can make sweeping statements about its importance, reviews can show how good a job the company is doing—but at the end of the day, day-in and day-out employee performance and commitment are where customer service succeeds or fails. Perfect example: I received a text from T-Mobile telling me that […]
Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s available so far only in certain areas with certain cellphones. Airlines boasting terrific accommodations are almost doomed to disappoint when travelers wind up stuffed to […]
Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this reliably across all customer service audiences in a rapidly expanding marketplace is the biggest challenge. Where to start? By understanding that the most successful customer […]
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