Category: Customer Service
Pretty much all of us have customers, even if we don’t directly interact with those that can affect our work and mental attitudes. In this section we’ll cover primarily how to deal with the DIFFICULT customer, but how to prevent angry situations from escalating.
Machines Can’t Replace The Human Touch — Literally: The Limits Of Technology For Customer Service
In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer service. While companies continue to rely on machines to cut human costs, that has…
“Customer Wars”: Worst Show On Television Is Harmful
“Customer Wars” is a reality TV series that purports to document heated conflicts between customers and service workers across various industries. While the show aims to provide entertainment through dramatic confrontations, it ultimately presents a problematic and potentially harmful portrayal…
A Typical Day — Why Technology is Worsening Both Customer Service and Customer Experience
In my short article entitled Has technology improved the customer experience in most companies? I put forth a number of reasons why technology is making customer service and customer experience worse. Here’s a typical 24 hour day — my day, in fact….
Never Ending Interviews: Survey Based Research On Customer Behavior and Use of Social Media Often Very Misleading
The really bad news about the “research” that informs us about the value of customer service and consumer behaviour. Q: You’ve commented that you believe the use of surveys in both customer service and social media is causing bad business decisions….
Never Ending Interviews: Shotgun Analysis of Customers Via Big Data As Likely To Mislead As Help
Much of our understanding of customer behavior is based on poor research Q: We hear a lot about “big data” as a tool to help individual companies understand their customers. What do you think? Robert: Companies can certainly access more information about…
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…
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…
