Improving the Service Department

There are always ways to improve, and the service department is no exception. In this article I will share some of my thoughts, ideals, and experiences on improving the service department.

The Complaint-O-Meter

In a past life, a former colleague of mine taught our company the concept of the Complaint-O-Meter for handling guest complaints.

Why Should I Spend my Hard Earned Money in Your Store?

The key to having a profitable store is to make it stand out for all the right reasons. You can keep your everyday pricing and perform this goal. Just be aggressive with ad pricing, plenty of special events to get a steady stream of customers in your store. Use superior customer service to WOW them and keep the customers coming back.

Customer Service Speaker Says Renting Films From Netflix Isn't a Panacea!

A few months ago I was raving about Netflix, an online movie rental service that enables you to use your letter carrier to get and return videos instead of wasting your precious time and gasoline. And Netflix does constitute an improvement over other movie delivery channels, as I see it. Cable and satellite force you to buy packages of movies at a high cost, or you must pay a premium price for individualized pay-per-view options. Also, their selections are limited, while Netflix, and perhaps others like Blockbuster, can offer 60,000 or more titles at a time. Still, Netflix has its problems.

Customer Service: Increase Customer Loyalty and Revenues

Customers are people. They are not merely test subjects that you approach as a doctor would a cadaver. They are living, breathing, worthy individuals. They have pulses. They talk back. And they have feelings. You’ll increase customer loyalty and revenues if you adopt these simple practices.

How to Be Customer Unfriendly

One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for frequent flyers, set up the menu so it changes at various times of the day, and put long recorded messages on the system to 'educate' passengers while they wait.

Whine, Moan & Complain - Then Contribute!

Every month I receive messages from students and readers that begin, 'I got such terrible service from...' and often close, '...and I'll never go back there again!' I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Here's why:

Who's Answering Your Email?

Websites, e-mail and digital voice mail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind. A friend of mine had a complaint about the service at a local hotel. He visited the hotel’s website and wrote to the 'feedback' e-mail address provided. One week later he got this reply:

Long Forgotten? Stir Old Accounts Back to Life

Once a company has the benefit of receiving a customer's business, it makes no sense to close the account simply because the customer has not ordered from you in a while...even a long while. Unless there is substantial cost to keeping an account open, you should allow the customer to return at anytime, and welcome them back with enthusiasm.

Why Is This Information Hidden?

Don't expect customers to know or remember everything about your products and organization. Customers appreciate convenient references and reminders. Make it easy for customers to contact, query, try and buy.

Are You Pulling in the Same Direction?

Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?

Laundry Unlimited 'Bounces Back'

When things go wrong, don't hesitate to spend money setting things right. It isn't money spent at all; it's money wisely invested.

When Service Goes Wrong, Bounce Back!

We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen.