With this post, I’ll bring to a close my four-part series on customer service.  Here is the fourth and final theme that we have to understand and master in our customer service process. Theme 4: Customers Talk Everyone is your customer.  I remember the story I once heard about a salesman, but let’s be honest, the … Read more

Picking up where I left off with my last post, I’ll discuss the third of four themes that we have to understand and master in our customer service process. Theme 3: Don’t Personalize It Don’t get sucked in.  In dealing with difficult and upset customers it is important to remember this excerpt from the Prayer … Read more

In my last post, I talked about the theme of Attitude.  In this post, I’ll discuss the second theme of customer service:  care. Theme 2: Care Demonstrate that you care.  My favorite quote is one that has been attributed to a number of different people.  I think that’s because the quote is so great that … Read more

It seems that most companies pride themselves on their customer service.  They invest in training programs, performance incentives, surveys and much more in attempts to measure up.  And yet, it seems, so many efforts fall short of the intended goal.  Why do we make it so hard?  As I see it, there are four broad … Read more