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Month: October 2009

CSM – CUSTOMER SERVICE MANAGEMENT | Employees Can Cost You Customer Loyalty!

Fri, October 30 2009 - 6:10 PM
As I've mentioned before, I have the opportunity to travel a lot. I define a lot as being on the road 100+ days a year. First of all, I will dispell the idea that travel is romantic and exciting (in a good way.) Travel is hard work and exhausting. I'm often more tired after a day of travel then when I'm on stage speaking to a group of 4,000 business leade…

CSM – CUSTOMER SERVICE MANAGEMENT | How’s Your Slogan?

Fri, October 30 2009 - 12:40 PM
My father, a wise and kind man, would never stop at a roadside restaurant that touted "Home Cooking" on their sign. Why? His philosophy was that, "If I wanted home cooking, I would have stayed at home!" Now, all of you who own restaurants with this phrase, please don't send me your hate mail! I'm just making a point that a slogan can do you in sometimes.…

CSM – CUSTOMER SERVICE MANAGEMENT | Promise the Dream – Make the Dream Real!

Thu, October 29 2009 - 7:45 PM
The news is plastered with accounts of the financial woes of big banks and airlines. You would think that an organization that is going through tough times, could at least show some empathy towards people who are going through similar circumstances. Instead, they start grabbing at any little fees or charges that they can get, like a wounded bobcat! Both…

CSM – CUSTOMER SERVICE MANAGEMENT | Lessons Can Be Costly

Wed, October 28 2009 - 6:59 PM
I recently took a business trip to Hawai’i. I had the opportunity to fly coach for the first time in quite a while. Boy, I learned a few lessons! I’ll be touching on a few of these issues in our upcoming series on customer service management: Lesson #1 – Promise the dream, deliver – albeit barely – on the basic tenants of that promise. Life is full of disap…

MYSTERY SHOPPING MISCONCEPTIONS | I can’t afford a customer survey or mystery sh…

Sun, October 25 2009 - 4:00 AM
How much is one customer worth to your business? It's more than the single transaction that many business owners and managers place on it. If you serve 500 customers a month, or 125 people a week, could you afford to loose 5% of them? The scenario gets worse when you consider the cost of attracting new customers. Not to grow, but just to replace the lo…

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