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…
