Customer entitlement didn’t spring fully formed out of nowhere. While it’s always been an issue, the politics of the last four years have spotlighted it in unwavering, infuriating detail. Entitled customers make it much harder for customer service reps to do their job—because the bottom line in most cases is bowing to customer wishes, even […]
Tag: #customerservicevoice
Where does customer service cross over into undeserved customer entitlement? A recent T-Mobile ad campaign got me thinking about this important distinction, with the “I want it all…and I want it now” theme. While competent, dedicated and sincere customer service needs to continue growing in this country, the opposite is true of our entitlement mentality, […]
As COVID continues to dominate our lives, customer crankiness is growing substantially. That makes the job of customer service specialists even more challenging. Consumers are not in a forgiving mood, as a recent article in MartechSeries.com (via PRNewswire) notes: “As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support […]
Through all of the advice and philosophizing out there, sometimes great customer service boils down to what Jack Palance told Billy Crystal in the movie City Slickers. Excerpted, Palance asks, “Do you know what the secret of life is?…One thing. Just one thing…[Crystal asks] But, what is the ‘one thing?’…[Palance replies] That’s what you have […]
Gotta hand it to Costco once again. Their growth continues healthily through the pandemic, largely because of their unwavering dedication to customer service (and their strong employee support doesn’t hurt either). And, this is despite ranking lower than some competitors in the convenience category, cited by a recent ZDNet.com report as a chief consumer buying […]
“Nuts and bolts” of a company’s strengths and credibility once focused on length of time in business, track record and proven abilities—in other words, historical measures. Now, companies increasingly are judged based on their customer service-related performance in the present and moving forward. Historical reputation, while still a factor in buyer decision-making, is taking a […]
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 […]
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