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"So what, exactly, do I tell my customers when they call?" That's what service professionals wanted to know after reading my posts on the things you shouldn't tell customers by email and by phone . Before I answer, though, a point of clarification: I mentioned state wiretapping laws in yesterday's post about phone service .
It’s amazing that some companies isolate customer service from everything else in the company — sales, technology, marketing. Doing so can be detrimental to your business. Let me explain with an example. I had a medium grade fancy coffee maker. I was pretty happy with the quality of coffee (it was one of those you had to buy coffee pods for).
Tips from Zappos, Ritz-Carlton, Nordstrom, and more on how to dazzle and delight your customers Peter Oumanski 131 in Share Connect with Evernote: Please Login to Connect Your Account with Evernote
by Bryan Person on Aug 22, 2011 Whenever I come across a Facebook brand Page with dozens of unanswered fan questions on the wall, I cringe. It’s the digital equivalent of walking into a retail store and not finding a single employee to help you return a previous purchase or to tell you more about a product you’re thinking of buying. That’s almost unthinkable, and yet, this poor level of customer service happens all the time across Facebook , including on Pages for high-profile companies and brands. The problem usually stems from poor operational planning and staffing coverage behind the scenes, coupled with vague communication to fans. Is your company struggling to provide top-notch customer service to your Facebook fans?
It’s 2012, which means; a new calendar, a new year and a new opportunity to start over… Over the past week, I’ve seen a lot of resolutions come (and already go), but I feel that each year, we each have the opportunity to look back at what we discovered, what we learned along the way and what we can look forward to. Best of all, we have a chance to leave behind the mistakes that we’ve made.