Blog.C89.Net – Business

I am constantly amazed by the fact that some companies don’t bother to respond to website information requests…acknowledge voice mails…reply to emails, etc. It’s safe to say that being totally ignored represents the extreme end of the (bad) service spectrum and very few will argue that “indifference” is not a good customer service strategy. But [...]

Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with [...]

A customer service failure, simply defined, is customer service performance that fails to meet an individual’s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies. The success of such customer service recovery efforts is determined [...]

“Every company’s greatest assets are its customers, because without customers there is no company,” –Erwin Frand During our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the [...]

Every brand believes that its customer service is excellent. In reality, however, customer service across brands is mediocre. The experience is generally inconvenient, unpleasant, unsatisfactory, sometimes humiliating, and definitely expensive. Good customer service is an integral part of business. It affects important brand and business objectives like customer satisfaction, loyalty, retention, repeat purchase, up selling [...]

It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay. Powerless, these CSRs often actually ignore customers’ requests and declarations of their [...]

As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service quality. This is exactly the wrong thing to do, because customer service quality matters now more than ever. Here’s why: A. When people buy during an economic downturn they are extremely conscious of the hard-earned [...]

Service is Adding People To The Product Much of the information in this article came from three video tapes on customer service: * In Search of Excellence * How To Give Exceptional Customer Service from Career Tracks* How To Deliver Superior Customer Service from Inc. Business Resources* Why is customer service so important? A study [...]

Some people are saying that customer service is the pits these days with surly sales people leading the way. Just in case you haven’t conceived of every method to further alienate your clientele, we have come up with a list of ideas that are certain to drive customers away from your business. With tongue firmly [...]

Outstanding customer service is the key to creating a successful organization during any economic time… but especially during challenging economic times. It’s amazing how most organizations will invest millions, if not billions, of dollars on new computer systems, new displays, new phone systems, and new marketing campaigns to try to acquire new customers. The moment [...]