Author: Robert Bacal
Never Ending Interviews: The Three Different Worlds of Customer Service Perceptions — The Twain Shall Never Meet
View from the “top” explains why customer service tends to be so horrible even in 2024. Q: When I read online accounts of both poor and good customer service, I’m amazed at the diversity of views. It’s almost like people come…
Six Learning Points About Customer Experience — A Tale of Two Hotels
A customer speaks out on customer experience Since people vary so much in terms of what they see as positive customer experiences and its not possible to be all things to all people, it’s important to start by defining your…
Common Managerial Mistakes: Confusing Evaluation Forms With Performance Review Process
In most companies, managers are expected to complete forms or otherwise document what occurs during performance review meetings. We’ll explain why this expectation exists. But before we get to that, let’s discuss some issues about performance reviews and forms. Confusion…
Six Things You Need To Know About Social Media And Customer Service, and Angry Customers
Over the last few years there’s been so much talk about using social media for customer service, but, by and large it hasn’t been a great success, in part to do with limitations of the social context, and that a…
Dealing With Negative Customer Comments In Social Media: Priorize, Triage
You don’t have to respond to all negative customer comments made about you on social media. In fact, often it’s not worth responding, because the people who saw the initial complaint are unlikely to even see your response. This is…
Nonsense Numbers: $75 Billion Lost Due To Poor Customer Service….But Where Does It Go?
In an article entitled Businesses Lose $75 Billion Due To Poor Customer Service, appearing in Forbes and dated May 17, 2018, customer service “expert” Shep Hyken explains: NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than…
Introduction To “Radical Customer Service”
The Miserable State Of Customer Service in 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021…. Each minute of every day, 24 hours a day, there are 32,343 Google searches for the phrase “customer service”. That’s JUST on Google, not any…
How to explain company policy when customer is angry?
Answering Angry, Frustrated And Abusive Customers In an ideal world, your customers would understand your policies and procedures and abide by them. You know we don’t live in an ideal world.Whether it’s a policy regarding return of merchandise in the…
Keys To Stopping Bullying and Difficult Behaviors
When a bully figures out his/her nasty ways aren’t working, they tend to move on. Here’s how to send the message, “It isn’t going to work with me” It Isn’t Going to Work with Me One interesting thing about difficult…
Finding And Choosing A Therapist Who Works For You
Looking for a good fit, and profiting from your interactions with a therapist PLUS some warning signs Congratulations On Your Courage Although getting involved in therapy is more common than ever, it still takes courage to recognize you have a…
Before You Make Major Life and Relationship Decisions During Stressful Times/Covid, Read This
It’s remarkable that virtually every person on the planet is dealing with the confusion, depression and fears resulting from the Covid-19 pandemic. Every person…that’s probably unprecedented in history. Media reports research that states that divorces are up, and more and…
