The kids are in the other room talking about the 5 stages. Where do they learn this stuff? Denial Bargaining Anger Sadness Acceptance These can (apparently) apply to more than just grieving…they can apply to customer service – or at Read More …
Yes, the saga continues. We all have our stories, right? None more entertaining and yet frustrating than the experiences with customer service departments this week and last. Ok, maybe there are other age-old stories that entertain more than this, but Read More …
Usually, there is a fairly lengthy statement on the back of an appointment card or on a website that outlines their cancellation fee policy. This will go into great detail about the time limits and dollar amount you will pay Read More …
So, long story short. We had a car that was totaled in an accident about 3 weeks ago. My father-in-law was driving and he is, luckily, doing pretty well recovering considering how much vehicle damage was sustained. (Gotta LOVE those Read More …
Imagine that your business has been through a re-branding. New name out front, new signs and new products or services for sale… but it is still struggling to attract new customers or bring back former ones. It is very sad, Read More …
When that For Rent sign comes down and the new shop goes in… we will all go check out what’s new in the neighborhood. Hopefully, the owners can keep up with the needs, wants and desires of the community. Then, Read More …
There are a few primary concepts that businesses must have in order to be successful. The one we will review today. Here is a hint – it starts with the initials CS. Customer Service is one of the primary reasons Read More …
Many small businesses have to make a careful decision on whether it is worth it to be open or not, on a holiday. Will the day’s sales be worth it to offset staff, cost of (perishable) goods, utilities as well Read More …
I am certain that companies create standard customer service scripts to represent the “right” messaging to their customers – in any event, or situation, What they did not intend, is for them to sound like it was a pre-recorded robot Read More …
Are you really too busy to pick up the phone when a customer calls, or to pick up but then put them on hold indefinitely? If you have an established brand, an established location and a great product or service Read More …