customer service initiative

Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. But life, …

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Who should do your customer service? (It's a trick question.)

Who should do your customer service? (Of course this is a trick question. The answer is “everyone.”) …This answer isn’t as pie-in-the-sky as it sounds.  “Everyone” here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.” The picture of customer …

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Language Engineering: Finding the right words to use with customers

Language underlies almost all other components of the customer experience.  Yet, your company has probably given more thought to the language it uses in marketing campaigns than to the words employees use when having conversations face-to-face with customers. That’s a mistake, because customers don’t generally get their make-or-break impressions of your company from high-minded branding …

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Everything I Know About Customer Service, I Learned from Watching The Sopranos.

Artie Bucco, all-too-convivial host, from The Sopranos One day I’ll write a book called Everything I Know About Customer Service, I Learned from Watching The Sopranos. Case in point: The Artie Bucco Syndrome, which I named after the tragicomic character who starts the HBO series as a successful restaurateur. Slowly, though, things begin to fall …

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How's everything–good?

Here’s a hard to shake behavior I’ve been correcting for in customer loyalty initiatives and when consulting on customer service lately.  It’s a rushed, cursory sentence, containing its own answer, and it’s been spreading through service, restaurant service in particular, of late: “How’s everything–good?” Instead of really asking how everything is and waiting for an …

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