Customer Service

Customer Service vs. Customer Support I’ll admit it: I am not at my best when I’m behind the wheel. If I get cut off in traffic, I immediately say something along the lines of, “(insert expletive or name calling)! Learn how to drive!” Yet a second thought always occurs after my standard reaction. While I…

You don’t have the time or money to acquire new customers. Well, that may not be true, but it is a costly undertaking to build a customer base. It also takes quite a bit of money to bring new customers in and even more money to get them to even spend a dollar. Your true…

“Have no fear of perfection – you’ll never reach it.” ― Salvador Dalí It’s hard to admit this, but we aren’t perfect. There, I said it. What business is flawless? As humans we are naturally destined to err. It’s what you do with the customer service mistakes that sets you apart from the crowd. PATLive…

Engaging in taking blame: I had a battle royale with my toddler during shower time last night. She is currently in the midst of an internal struggle between the desire to be big enough to take a shower and really hating water spraying in her face. It may not sound like a big deal to…

Growing up, getting called “easy” was an insult. The I’ll-see-you-at-the-flagpole-after-school type of an insult. But in the world of customer service, being called “easy”, or a customer-friendly business, is one of the greatest compliments a company can receive. It’s sad to say, but people expect difficulty when communicating with most companies. We have trained ourselves…

Your customers are happy and they’re telling everyone about you, creating a bevy of new leads and customers. This is every business owner’s dream come true. A flood of new customers is never, ever a bad thing! But what if you aren’t seeing a flood of new customers pouring in? You are probably wondering why…

It’s the zombie apocalypse in the world of customer service. Your customer is in a dark room, her heart racing and body trembling. A cold sweat drips from her brow. Her fists clench tightly to the phone. Frightened of what she might find on the other end of the line, she bravely dials the number….

Horror movies can be abhorrent, spine-chilling and downright gross. Statistics on bad customer service can conjure up similar feelings; unlike a movie, these statistics have very real implications for businesses of all sizes, and they don’t end after 2 hours of white-knuckling an armrest and spilling popcorn. Feel like you need to scream? Go ahead….

Customer Journey Mapping and the Customer Experience It’s 3:30 a.m. I’m sitting in a rocking chair, my eyelids are begging for closure, and I’m feeding my youngest her first bottle of the day. This is where my day begins. Once she’s asleep again, I force my body to wakefulness by sipping a French press carafe…

What do Otis Redding, the Jackson 5 and Sister Sledge have to do with improving your customer service? Honestly, not a lot. We can, however, glean a few lessons on how to treat people better from some of their biggest hits. Yet, many businesses choose to ignore the smooth advice of 70’s soul singers and…