Year: 2011

Verizon Wireless has decided it will not institute the $2 fee for online or telephone single payments that was announced earlier this week. Power to the people! The Verizon fee cancellation teaches some valuable lessons on customer focus and customer feedback. Customer Feedback is Powerful. Long Live the Customer. The Verizon example, as well as…

I admit it, I like Star Trek and hopefully you’ll continue reading this. Customer Service is not like Star Trek! In Star Trek, battles in outer space are centered on space ships’s shields. The first one to lose their shields is destroyed. Keeping your shields up in customer service is the destroyer. Shielding yourself and…

There’s really only one day where customer service really matters. Today. One of the first rules to providing great customer service is to abandon yesterday’s great work. Yesterday is over, it’s in the past. Good work done yesterday does little to progress your mission to offer great customer service.

In the midst of the holiday sales and the whirlwind of parties and activities, I find something even more special during the holiday time. Even though the weather turns cold this time of year, an extra measure of warmth is around as we tend to be a little more kind to others at this time…

Customer Service embodies the Spirit of Christmas. It’s about serving, giving of yourself, helping others. Customer Service isn’t selling, isn’t taking, isn’t wanting from customers. It’s about helping, giving, sharing, guiding the customer. You are awesome – really you are. You are an unique individual. You can connect with people they way no one else…

Why do companies have to make it so difficult for their customers? Al White, of Zen of Customer Service, recently shared an experience he had which illustrates companies with poor customer service vision. I had ordered two “free” satellite radios as promotions for switching from one receiver to another. When the $73 charge showed up on my bill…