More than a Few Words – It Is in the Words
Delivering great customer service is about actions and words. While it is important to coach your employees on how to resolve customer complaints and what to say, it is also important to focus on how to say it. The same is true as you try to communicate your vision as a business owner. Effective leaders know what to say and how to say it. Join us for today’s episode of More than a Few Words as we talk about how to use good communication skills as a sales person, leader or customer service rep. Our guest is my good friend Ellen Dunnigan, the owner of Accent on Business Do you have...
read moreCustomer Service Distilled
Today’s guest post is from Thomas Aaron. (He is the two legged creature in the picture at left). He shares his perspectives on social media and customer service. There seems to be a tipping point in the growth of most companies at which policies must be strictly adhered to in order to stop profit leakage. When this happens, customers are more likely to become numbers, and they are dealt with in a more adversarial, by-the-rules manner. There is nothing a consumer hates more than to have policies quoted when they are dissatisfied with a product or service. Consumers often grudgingly...
read moreMore than a Few Words: Your Baby Is Ugly
To every parent, their baby is a beautiful and special angel. Many businesses feel the same way about their logos, websites and other graphic designs. How do you tactfully tell a client their design is ugly, and help guide them to a better aesthetic? Join Roundpeg designers Jenna Giles and Peter Wolfgram as they discuss the challenges and rewards of working with graphic design clients. Podcast Powered By...
read moreA Lifetime of Customer Service Data
Almost forty years ago, long before the internet gave consumers a voice, the White House Office of Consumer Affairs began conducting TARP ( Technical Assistance Research Program) studies of consumer behavior. They proved for the first time, what many business owners suspected: There is a direct link between customer service / complaint resolution and customer loyalty. With followup studies conducted over the next twenty years, in both consumer and business to business environments, the following data was confirmed over and over again: On average, consumers are twice as likely to...
read moreDid You Forget Where You Came From?
WARNING: Today’s blog post is a bit of rant. If you are not in the mood for a tale of poor customer service, please come back tomorrow. A few days ago, I wrote a blog post about companies suffering memory loss, forgetting why they started the business as they grew. They start to focus on investors and bottom line results and lose the passion for what they set out to do. But I have noticed another type of memory loss which starts to occur. Companies (and business owners) forgetting their roots, forgetting the customers and strategic partners who supported them in the early...
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