How do you define Customer Service?

What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer Service, though it often has responsibility for Customer Service. Think of Customer Success as active…

Noreply@ Emails Are Dumb

Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you again. Yet that’s exactly what your company does when you place a “noreply@” email address…

Small Companies Care More About Customers

Quick, name the last time you dealt with a big company and had a great experience. For most of us, it’s hard to think of a time when that happened. Now, think of a neighborhood business or a shop or a small business and remember the last time you had a really great experience. That’s…

Whodunnit? A Customer Service Detective Story

Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front office to tell them about your experience, only to find that no one remembered your…

Great Service Starts When the Customer Walks In

(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t say no” price, walked up to the cash register intending to buy, and then found…