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Customer Service Kudos

T-Mobile and Siggi’s share emotional intelligence

Emotional intelligence can take many forms, from admitting a mistake to giving consumers an enlightening experience. Siggi’s Yogurt did the former. T-Mobile gets a shout-out for the latter. Within a week of starting to consume Siggi’s Yogurt, I received the following email: “We heard you loud and clear…In our never ending quest to lower sugar, […]

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Customer Service Kudos

Costco optical department specialist earns ‘emotional intelligence’ kudo

As anyone who hangs with me knows, I love Costco. For two-plus decades, they have personified emotionally intelligent customer service across the board. That’s due to a caliber of the people they hire, and how they train them. During a recent visit to the Parker, CO store to get my new glasses adjusted, I was […]

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Building Bridges Cultivating Positive Relationships Customer Service Opinion

Emotional intelligence prevails when system glitch surfaces at Amazon

A couple weeks back, I ordered two items on Amazon. When the delivery failed, I requested and immediately received a full refund. I re-ordered the items. Two days later, the “undeliverable” items showed up. I likely could have kept quiet and gotten everything free. Instead, I called and explained the situation. At first, the rep […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Tale of two companies: Nova Home Loans displays emotional intelligence in contrast to loan servicer emotional ignorance

A key tenet of successful customer service is the level of emotional intelligence or ignorance that prevails. This pervades all facets of customer service, but one where much improvement is needed is the written word. Especially now, amid major stress, anger, and frustration, corporate America could do itself proud by communicating positively and supportively. Instead, […]

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Cultivating Positive Relationships Customer Service Opinion

Inaccurate, incomplete customer service answers bewilder consumers

In an increasingly complex world deluged with communication overload, it’s more important than ever for customer service reps to provide accurate and complete information. Unfortunately, it’s ever-more-challenging to do this, especially when the issues involved are emergent and/or complex in their own right. Pandemic-triggered efforts to relieve both personal and business suffering have provided huge […]

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Cultivating Positive Relationships Customer Service Opinion

Customer caring success grounded in traditional tactics

Call it what you want, customer care, customer service, customer experience—the basics are still grounded in traditional tactics that worked hundreds of years ago. Today’s discussions, offerings and latest shiny tech toys are all variations on the same themes we’ve always cited as keys to success. According to astutesolutions.com: “78% of consumers said their customer service […]

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Cultivating Positive Relationships Customer Service Opinion

Consistency, self-sufficiency, fast answers drive customer care success

Hit-and-miss customer care ultimately won’t cut it. Neither will experiences that don’t provide adequate self-service options. Companies with perceived “slow poke” responses also will drive consumers elsewhere. Customers expect a consistently positive experience, the opportunity to decide how to interact, and fast answers. They’re not patient when these expectations aren’t met. An astutesolutions.com article addresses […]

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Business Development Cultivating Positive Relationships Customer Service Opinion

Take exceptional care of your customers to avoid eventual extinction

Regardless of how you define “customer experience,” “customer experiences,” and “customer service,” you need it all. An article in astutesolutions.com goes back and forth between talking about customer experience (CX) and customer service. It’s all interrelated. The article notes: “We live in the age of the customer. They now have the means and technology at […]

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Business Development Cultivating Positive Relationships Customer Service Opinion

Customer care requires ‘all in’ approach, dedication, consistency

Is taking care of customers a strategy or a tactic? Is it transactional or a relationship? Does it encompass problem-solving or the totality of the experience with the customer? The answer to all of this is…all of this. In some circles, the process of problem-solving with customers is a series of tactical transactions. In other […]

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Customer Service Healthcare Kudos Opinion

Before Hep C Connection, Ann Jesse founded New Orleans food bank

Long before Hep C Connection, Ann Jesse (formerly Harlan) was the founding Executive Director of a New Orleans food bank called the Community Food Distribution Center (CFDC), described as one of the first programs of its kind in the US. In addition to a large central storage area, 17 distribution centers served those needing help […]