Customer Service
Embracing Your Inner Marvin
We’ve all had to fire customers from time to time. You know the ones: they have unrealistic expectations, or they are rude to you or your employees. In other words, they drain you intellectually and emotionally, so much so that they aren’t worth the time or energy you put into helping them achieve their goals. [...]
Talk to a Human…
When will companies learn? How many times have you been irritated by this kind of message: “Welcome to blah-blah company. Please listen carefully, as our menu has changed.” Well, that’s a lie right off the bat. The menu hasn’t changed in over a year. But let’s continue. “For service, press 1. For sales, press 2….” [...]
Who Needs Yellow Pages Anymore?
Or for that matter, who even needs a phone book? They are large and cumbersome. They take up too much valuable drawer space. It’s easier to use the internet to look up names and numbers and businesses. But in January, my entire neighborhood gets its phone directory deliveries, along with a few competing yellow page [...]
The Problem with Call Centers
The problem with customer call centers: not enough focus on the customer experience. How ironically weird is that? Here’s a short DO and DON’T list for any C-Level executive who espouses “customer care” as a driving corporate value: DO make a call and see what it’s like for yourself. DON’T install a series of irrelevant [...]
