Free bags and non-expiring flying points, two major Southwest Airlines perks and a major differentiator, are gone. LISTEN An article in The Street points out, “Southwest Airlines has decided to become as crummy and passenger-unfriendly as its rivals, which offer fares that come with nothing and market them as giving passengers choice…[it] sacrificed its identity […]
Tag: #trust
Lying, cheating, and stealing are the hallmarks of present-day government and have permeated corporate America everywhere “We, the People” turn.
Lying, cheating, and stealing are the hallmarks of present-day government and have permeated corporate America everywhere “We, the People” turn.
The more I think about it, the more these three simple but enduring concepts are capturing my thoughts about customer service, marketing, and just about everything else. These three words endure as key criteria of why we choose to do business with someone: regardless of their status as a solopreneur or Fortune 500 company. And […]
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 […]
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 […]
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, […]
I got a reminder last week about the importance of “training” communications channels right along with reps to accurately inform and educate. The matter seemed to be simple: I wanted to donate an old flat-screen TV. After a couple hours calling around, based on website-based policies for such items, I learned that many communications either […]
Forbes Senior Contributor Micah Solomon addresses a great question about customer service standards falling as a company scales up operations. He notes: “Is such lowering of standards irreversible, the inevitable status quo as a company continues to scale? Decidedly not—if you relentlessly resharpen your focus and tenaciously stick to your guns once again in only […]
In today’s complex, fast-scaling work environments, competent and ongoing training is an absolute requirement to achieve customer service success. Without it, workforce attitudes and aptitudes suffer—with consequences impacting customers in frustrating ways. To provide complete and accurate information to would-be as well as present customers, companies must ensure that their customer service reps know the […]
happycurmudgeon.com 