Tag: #customerservice

Taking stock of Costco’s COVID-19 customer service

Post author By Mark Lusky
Post date July 28, 2020
1 Comment on Taking stock of Costco’s COVID-19 customer service

Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack of positives. Whether or not such pandemic-related policies as mandatory masks and special hours from 9-10 AM Monday-Friday for seniors and shoppers with disabilities or […]

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #costco, #customerexperience, #customerservice, #mentalhealth, #MLCBuildingBridges, #newnormal, #publichealth, @Costco, masks

Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion

Pandering to rule-breakers defeats greater customer service objectives

Post author By Mark Lusky
Post date July 21, 2020
No Comments on Pandering to rule-breakers defeats greater customer service objectives

Amid COVID-19, mask wearing has become a huge political football. As a matter of common sense and exercising critical thinking skills, wearing a mask is not about politics. It’s about our health collectively, and about showing respect for the health of others. Period.

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customerexperience, #customerservice, #mentalhealth, #MLCBuildingBridges, #newnormal, #publichealth, mask mandates, masks

Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Robust employee training benefits all customers and preferences

Post author By Mark Lusky
Post date July 14, 2020
1 Comment on Robust employee training benefits all customers and preferences

Robust employee training benefits all customers and preferences by improving overall productivity, performance and attitude. Its positive impact cuts across all political, economic and social lines. Better-trained employees serve customers better—so it’s a lowest-common-denominator area that companies should address regardless of other polices and protocols.

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customerexperience, #customerservice, #employeetraining, #jennydouras, #mentalhealth, #MLCBuildingBridges, #newnormal, #publichealth

Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion

Divisive times dictate viewing customer service through a new lens

Post author By Mark Lusky
Post date July 7, 2020
1 Comment on Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customerexperience, #customerservice, #mentalhealth, #MLCBuildingBridges, #newnormal, #publichealth

37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Employees are where customer service rubber meets the road

Post author By Mark Lusky
Post date February 18, 2020
1 Comment on Employees are where customer service rubber meets the road

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 […]

Tags #customerexperience, #customerexperiencecopywriter, #customerexperiencetips, #customerservice, #customerservice101, #customerservicedriven, #customerservicegoals, #customerservicemanagement, #customerservicevoice

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Marketing exaggeration sets up poor service complaints

Post author By Mark Lusky
Post date February 11, 2020
1 Comment on Marketing exaggeration sets up poor service complaints

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 […]

Tags #customerexperience, #customerexperiencecopywriter, #customerexperiencetips, #customerservice, #customerservice101, #customerservicedriven, #customerservicegoals, #customerservicemanagement, #customerservicevoice

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Successful customer service programs develop from a place of authenticity

Post author By Mark Lusky
Post date February 4, 2020
1 Comment on Successful customer service programs develop from a place of authenticity

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 […]