tag:blogger.com,1999:blog-369503477924863546.post5359573985417058794..comments2023-05-01T07:59:08.954-04:00Comments on The Think Zone: 3 Characteristics of Great Customer Service CompaniesUnknownnoreply@blogger.comBlogger12125tag:blogger.com,1999:blog-369503477924863546.post-6635920173525693812013-04-19T16:33:09.327-04:002013-04-19T16:33:09.327-04:00I agree with the number 3 characteristic of great ...I agree with the number 3 characteristic of great customer service. When a customer raises certain complaints or opinions through a call, you must answer it right away, or else you’ll lose the chance of gaining their trust. If you can’t be available 24/7 for answering their call, you must hire an answering service company to handle this. This is a very smart strategic move if you want your customers to keep patronizing your products and services and if you want to last in the industry you are in. #<a href="http://novuscall.com/services/virtual-answering-services/" rel="nofollow">Ruby Chelmsford</a>Rubyhttps://www.blogger.com/profile/01049619118767976129noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-45712868380426874732011-06-13T02:13:15.328-04:002011-06-13T02:13:15.328-04:00wao this is great and well informatics post thanks...wao this is great and well informatics post thanks for sharingcstraininghqhttp://customerservicetraininghq.com/noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-25523920542717164432011-03-06T13:52:47.272-05:002011-03-06T13:52:47.272-05:00Rick - Thanks for your kind comment. The idea of h...Rick - Thanks for your kind comment. The idea of having a "straight path" to a solution is one I come back to again and again. (See my earlier entry, Winding Path, Straight Path (http://bit.ly/FzE5w ). Without straight paths and open doors, those who are "in charge" never get the messages that customers—and employees—are trying to send, and are likely to miss the mark again and again.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-27903807013057487152011-01-17T01:08:41.850-05:002011-01-17T01:08:41.850-05:00Thank you for your comment, Fern. You can follow t...Thank you for your comment, Fern. You can follow this blog, of course, and if you are on Twitter, you can follow the weekly customer service chat by searching on #custserv. The chat takes place on Tuesdays at 9 PM ET. You can check in on the #custserv tag any time--there are some great questions, discussions and links. I hope to see you there.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-67275599367224167742011-01-17T00:56:31.659-05:002011-01-17T00:56:31.659-05:00Great post! I enjoyed reading this informative pos...Great post! I enjoyed reading this informative post. This is very useful. Wish I stumbled your site before. Thanks a lot for this valuable information.<br /><br /><br />-fern-Outsource Call Centerhttp://www.magellancallcenter.comnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-71917789200386542992011-01-11T23:06:02.370-05:002011-01-11T23:06:02.370-05:00Kate - Thanks for your comment and link. I'd l...Kate - Thanks for your comment and link. I'd like to think that when we say "customers" we do mean all of them, and that means paying attention to the diversity. Thanks again!Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-48777255602880212832011-01-11T19:51:34.771-05:002011-01-11T19:51:34.771-05:00Hi Roy,
Nice post! I would add that a company that...Hi Roy,<br />Nice post! I would add that a company that understands the diversity of its customers and adapts to it -- wins loyalty. Culture, generations, gender, etc... Adapt to your customer!<br /><br />Here's some info for your international followers who want to better understand the differences in USA customers:<br />--------------<br /><a href="http://katenasser.com/the-best-csrs-get-inter-cultural-training-canada-usa/" rel="nofollow"> Regional Differences of USA Customers</a><br /><br />Thanks for the insight you share in this post and for adding so much to conversations here and on Twitter.<br />High regards,<br />Kate NasserKate Nasser, The People-Skills Coachhttp://katenasser.comnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-88789898007335943462011-01-10T18:20:21.672-05:002011-01-10T18:20:21.672-05:00Thank you for your comment, Joan. In agree that em...Thank you for your comment, Joan. In agree that employee enthusiasm is key. Enthusiasm follows from engagement, and engagement flows from empowerment in my view. And you're right--an employee who is enthusiastic about the company and its products or services makes it more likely that I as the customer will be more in tune with the company.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-16221605760113437292011-01-10T15:07:20.333-05:002011-01-10T15:07:20.333-05:00You've done a wonderful job of clearly and con...You've done a wonderful job of clearly and concisely communicating the common attributes of companies with great customer service. Because these ideas make so much sense, what's surprising is how many miss the mark. <br /><br />I find your third point particularly important. I often evaluate vendors on behalf of my clients. Part of due diligence is answering the question, "if there's a problem, how easily can someone with the ability to resolve it be reached." Surprisingly, even with companies that are doing everything else right, I often run into a seemingly impenetrable wall.<br /><br />These companies lack an open path to someone with the skills and authority to address problems that are outside the norm. I address this issue in my post, "Is Your Door Open?". <br /><br />Thanks for the thought-provoking post.Rick Rosshttp://www.rickrossbusinessblog.com/noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-31295058970347255052011-01-10T08:43:38.971-05:002011-01-10T08:43:38.971-05:00Great points Roy. An additional quality I have se...Great points Roy. An additional quality I have seen that makes companies stand out is the enthusiasm of their employees. When employees are truly enthusiastic about the company's product, service, or mission it shows in how they treat their customers - and it's contagious. Enthusiastic employees breed enthusiastic customers...and that is a VERY good thing.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-66500262833091925412011-01-10T00:37:41.299-05:002011-01-10T00:37:41.299-05:00Thanks for your thoughtful comment, Will. For me, ...Thanks for your thoughtful comment, Will. For me, empowerment means making sure people have a sense direction, the right tools, and the key language they need, then getting out of the way. Most people want to do a good job. The best companies recognize this, and let them do it. Thanks again.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-91905952896884610412011-01-10T00:24:24.947-05:002011-01-10T00:24:24.947-05:00Excellent point on establishing a culture that pro...Excellent point on establishing a culture that promote customer service. It is essential that management across the board provide the appropriate support to make it happen. <br /><br />Empowerment is often misunderstood sometimes people think it provide a guidelines of what need to be done, but I agree with your point that it states what can and should be done. Besides each situation is unique therefore it is a challenge to come up with all the different scenario.<br /><br />More power to you.<br /><br />Regards,<br /><br />Will LukangAnonymousnoreply@blogger.com