http://www.examiner.com/x-6487-Customer-Service-Examiner?cid=exrss-Customer-Service-Examiner en-us Mon, 23 Nov 2009 09:01:03 -0700 Fri, 30 Oct 2009 18:49:35 -0700 BlogCFC http://blogs.law.harvard.edu/tech/rss http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d30-Curiosity-wins-your-customers-loyalty?cid=exrss-Customer-Service-Examiner This week I had two experiences as a customer that made me realize how important curiosity is to customer satisfaction. My husband had injured his foot and went to an internist. The doctor asked very few questions and basically seemed disinter... Customer service Fri, 30 Oct 2009 18:49:35 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d30-Curiosity-wins-your-customers-loyalty?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d24-Customer-service-101-How-to-give-more-than-you-get?cid=exrss-Customer-Service-Examiner In a previous column I wrote about the importance of giving more than you get, at least from the customers point of view. But how do you do that and stay profitable in business? Know your customer SInce value is always personal to your cus... Customer service Sat, 24 Oct 2009 05:41:15 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d24-Customer-service-101-How-to-give-more-than-you-get?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d24-Give-more-than-you-get?cid=exrss-Customer-Service-Examiner I was recently considering going to a tasting event at my favorite place, Zingerman's. As I was thinking about it a thought popped into my head. "I am going to get more than I give." Interesting. As I stopped to think about why that ... Customer service Sat, 24 Oct 2009 05:28:46 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m10d24-Give-more-than-you-get?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d15-What-can-you-do-with-a-hypersensitive-customer?cid=exrss-Customer-Service-Examiner  As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive customer,” a consumer that has less cash, more information and less tolerance for poor c... Customer service customer service recovery Tue, 15 Sep 2009 12:55:48 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d15-What-can-you-do-with-a-hypersensitive-customer?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d11-What-is-adequate-compensation-for-being-stuck-for-hours-on-the-tarmac?cid=exrss-Customer-Service-Examiner It seems that more and more passengers on planes are being stuck for hours on the tarmac without, food, water or working bathrooms. I asked Linked In members to answer the question: “What is adequate compensation for being stuck for hours on... Customer service Unhappy Customer customer service recovery Fri, 11 Sep 2009 07:13:05 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d11-What-is-adequate-compensation-for-being-stuck-for-hours-on-the-tarmac?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d10-Customer-service-is-all-about-the-begining-and-the-end?cid=exrss-Customer-Service-Examiner   Normal 0 0 1 218 1246 The Difference 10 2 1530 11.1282 0 0 0 Our tour guide met us at a wonderful covered outdoor café. It was raining and we... Customer service customer service recovery Thu, 10 Sep 2009 04:50:33 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m9d10-Customer-service-is-all-about-the-begining-and-the-end?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d26-Wasting-your-time-waiting?cid=exrss-Customer-Service-Examiner   It is not that you don’t have a busy enough life. You work, you have family and friends that need attention. However busy you may be, at some point everything comes to a screeching halt — your cable has stopped working. You now fi... Customer service Unhappy Customer customer service recovery Wed, 26 Aug 2009 16:53:58 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d26-Wasting-your-time-waiting?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d24-Customer-Service-101-Customer-service-recovery?cid=exrss-Customer-Service-Examiner  How do you know when a customer is upset? Look for signs like body language, tone of voice, pace of speech and then ask: 1. “Is everything going well for you, or is there anything we can do to help you?” ... Customer service Listening skills Unhappy Customer customer service recovery Mon, 24 Aug 2009 20:17:31 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d24-Customer-Service-101-Customer-service-recovery?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d20-Customers-like-to-be-remembered?cid=exrss-Customer-Service-Examiner Last week I was working in Orlando. I was staying at the Disney Contemporary Resort. Of course I am aware that Disney prides itself on superior customer service, so my expectations were pretty high. Even with those high expectations I still found ... Customer service Thu, 20 Aug 2009 08:33:06 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d20-Customers-like-to-be-remembered?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d17-Customer-Service-101-Customer-service-recovery-donts?cid=exrss-Customer-Service-Examiner  Knowing what NOT to do is important when dealing with unhappy customers. The following are the things not to do:Don’t:1. Take it personally2. Transfer the customer to a supervisor until you are sure you can’t handle the  &... Customer service Unhappy Customer customer service recovery Mon, 17 Aug 2009 13:27:52 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d17-Customer-Service-101-Customer-service-recovery-donts?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d14-Customer-Service-101-Customer-service-recovery-dos?cid=exrss-Customer-Service-Examiner   Do:1. Be patient          a. Let the customer finish what they are saying          b. Give the caller ample opportunity to explain the issue2. Be unders... Customer service Physician customer service Unhappy Customer customer service recovery Fri, 14 Aug 2009 07:09:01 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d14-Customer-Service-101-Customer-service-recovery-dos?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d14-Customer-Service-101How-to-Handle-an-IrateAbusive-Customer?cid=exrss-Customer-Service-Examiner IDealing with an angry or abusive customer is not pleasant. You need to be patient, selfcontrolled,confident and skillful. Properly handled, an angry customer can be turned around. If the person stays on the phone or stays with you, it indicates tha... Customer service Unhappy Customer customer service recovery Fri, 14 Aug 2009 07:00:14 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d14-Customer-Service-101How-to-Handle-an-IrateAbusive-Customer?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d11-Stop-lying-to-your-customers?cid=exrss-Customer-Service-Examiner  PPerhaps the headline offends you. You are thinking, "I'm honest with my customers; I pride myself on being ethical." Unfortunately, too many "ethical" companies, comprised of many ethical people, lie to their customers on a... Tue, 11 Aug 2009 19:46:46 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d11-Stop-lying-to-your-customers?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d7-The-ROI-of-great-service?cid=exrss-Customer-Service-Examiner  After purchasing a new domain name at GoDaddy, I had a bit of trouble setting up my free email account. I read all the articles on the site but was unable to solve my problem. So, I called the customer service number and to my great surprise I ... Customer service Fri, 07 Aug 2009 12:05:35 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d7-The-ROI-of-great-service?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d6-Make-it-personal?cid=exrss-Customer-Service-Examiner   I just received an email fundraising request from a woman who was trying to raise money for a charity in honor of her father. The request seemed legitimate and the cause worthy. The problem was that I had never met this woman. Furthermore, it... Customer service Greeting your customer Thu, 06 Aug 2009 10:22:42 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d6-Make-it-personal?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d3-Customer-Service-101-How-to-listen-effectively?cid=exrss-Customer-Service-Examiner   Listening seems easy doesn’t it? As natural as breathing. But if you think about how often you find sales and service people not really listening, you can see that it must be harder than it looks.No matter what business you are in, you ... Customer service Listening skills Mon, 03 Aug 2009 14:40:51 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m8d3-Customer-Service-101-How-to-listen-effectively?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d30-Frequent-communication-is-the-key-to-avoiding-an-unhappy-customer?cid=exrss-Customer-Service-Examiner   Recently I was on a flight from Detroit to NYC. There was terrible storms on the east coast. In fact, the weather was so bad that flights had been cancelled since early in the morning. I am lucky enough to get on another flight after my fligh... Customer service customer service recovery Thu, 30 Jul 2009 14:14:13 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d30-Frequent-communication-is-the-key-to-avoiding-an-unhappy-customer?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d28-Lessons-from-Logix-on-how-to-have-a-customer-friendly-website?cid=exrss-Customer-Service-Examiner   I landed on Logix Communications site while I was surfing the net. I have never done business with them. This column is simply about how customer friendly their website is. The navigation bar is simple and to the point. There are three l... Customer service Tue, 28 Jul 2009 13:12:31 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d28-Lessons-from-Logix-on-how-to-have-a-customer-friendly-website?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d24-Do-you-want-to-read-positive-tweets-about-your-business?cid=exrss-Customer-Service-Examiner    In his blog post Dennis Snow commented about the power twitter has in customer service. He wrote "What if every customer interaction was conducted with a “Twitter-worthy” mindset? In your next team meeting, ask you... Customer service Twitter Fri, 24 Jul 2009 08:33:46 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d24-Do-you-want-to-read-positive-tweets-about-your-business?cid=exrss-Customer-Service-Examiner http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d22-Customer-Service-101-How-to-make-your-phone-system-easy?cid=exrss-Customer-Service-Examiner   Your customers need your system to be easy. Follow these simple steps to an effective and easy phone system.Make it easy to contact your companyHave your phone number clearly displayed on everything: all printed and electronic media, receipts... Customer service Wed, 22 Jul 2009 16:29:19 -0700 http://www.examiner.com/x-6487-Customer-Service-Examiner~y2009m7d22-Customer-Service-101-How-to-make-your-phone-system-easy?cid=exrss-Customer-Service-Examiner