I purchased a video-conferencing unit to connect my office visually with clients all over the world. To use the equipment I need a high-speed telephone line. “No problem,” I thought, “I’ll just call the telephone company.” I was expecting decent customer service quality. The telephone company referred me to the ISDN Department for high-speed access.
Exceptional customer service skills are not demonstrated every day. When they are, the person who displays them tends to go above and beyond to make a customer very happy. The “Spirit of Service” Award is given to uniquely deserving teams and individuals who go way beyond the call of duty to serve, aid or comfort
Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience. With this powerful combination,
Taking steps to improve customer loyalty is important, but so is growing business. What if there were a way to do both at once? Many companies try to improve customer loyalty with discounts and other gifts. These may be appreciated, but it can also become expensive and expected. Here’s another idea that will make your
In quality manufacturing, speed requires standardization. No wonder Six Sigma, Zero Defects and ISO Certification receive so much time and attention. But in quality service, doing something unusual or eccentric can create a powerful impact. In service, it can be quite acceptable to find and do your own thing to improve customer satisfaction. Here are
The senior manager of a large organization called me seeking help. “We are stiff and bureaucratic,” he said, “but we want to be more open. We are formal until it hurts but we’d like more innovation. Can you help us, Mr. Kaufman? Can you share a new perspective and bring some fresh ideas?” I accepted
Looking for a customer service improvement idea? Here’s how to get your staff suggestion box overflowing with fabulous new ideas. First, move the program online with digital instructions, submissions and replies. Making it more convenient can help you get customer service improvement ideas more readily. Next, create a quick and easy contest every month to
The world is changing quickly with big rewards for innovators and creators of new value. When your system says “no,” “cannot” or “won’t do it,” that’s a clue to open up for new possibilities and new approaches that add new value. Out-of-the-box thinking can improve customer service quality and help your business thrive over the
How often is the Sales team on one side of an organization while Service is on the other? How often does this “divide” lead to the loss of possible sales, more tension between the groups, and negative service experiences and perceptions for the customer? At one high-end European car dealer, the physical separation between Sales
Competition is healthy for inspiring a culture where customer service improvement is valued. Learn to embrace the competition and respond with improvements that better your business. I left my mobile telephone in a taxi and went sheepishly to buy a replacement. The people at the telephone company were patient as I selected a new mobile
