Music to the customer’s ears: “Yes. No problem.”

by | May 30, 2014 | Businesses

I was not their customer. I was unlikely to become their customer because of their location. They knew it, yet their help went above and beyond any that could have been expected. The Crown Plaza Hotel came into view just as our car sputtered amongst some of the worst...

First impressions are critical

by | May 20, 2014 | Businesses

It took 22 minutes. Twenty-two minutes from the time of standing in front of the cashier to completion of the sale.  I was the only one in the store.  I tried not to fume. These were, after all, a team of three hospital auxiliary volunteers trying to help me. I had...

5 keys practices toward improving your customer service

by | May 13, 2014 | Other

In this article from The Huffington Post, the writer is alarmed at the prevalence of bad customer service experiences despite the amount of data and technology that makes understanding customer service so much easier than it once was.  For a mini-course in what to...

The experience is the bottom line for your customers

by | May 8, 2014 | Businesses

In the intriguing study mentioned in this blog post, we learn that the British consumer is much more likely than an American consumer to drop a company because he/she received poor customer service, but that American consumers were twice as likely as the British to...