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Top : Best Practices In Customer Service : Page 4: Find best practices in customer service, examples of company successes and how they did it, and related customer service case studies.
Best Practices In Customer Service
We can learn a lot by looking at what successful companies do differently to gain their customer service reputations, looking both at what is done well, and the opposite - we can learn from the errors and mistakes of organizations too.
In this section we'll look at best practices in customer service.
One caution. Generally, it's not possible to copy or emulate what another company does, because your company is NOT that company. So, for example, you might want to emulate Zappos, a company renowned for its customer service, but the problem is you aren't Zappos, and in essence you can succeed doing what they do unless you ARE them, with their values, culture, personnel, and niche. So with that in mind, let's look at best practices in customer service.
Looking At Customer Service Best Practices
Customer Service, Not Customer Servitude - by Dr. John T. SelfWhen service staff must deal with rude customers who treat them like servants, the service staff can start to feel like servants and not customer service providers. There are ways to prevent this attitude taking shape. Read this article to learn what you can do to help your staff retain their great attitude that reflects your company's customer service ethic. pop (Added: 14-Dec-2004 Hits: 4942 )
The Customer Is Always Right - by Dr. John T. Self
A hard and fast rule to follow for good customer service is to assume the customer is always telling the truth. The author discusses the importance of having each and every one of your employees serving customers follow this directive. Customer satisfaction is guaranteed. (Added: 14-Dec-2004 Hits: 2178 )
Customer Service: Lessons Learned - by Mike McKinley
The author talks about how to learn the best lessons in customer service. Solid advice that won't cost a cent. You don't have to hire an expert when you follow his advice. (Added: 25-Mar-2010 Hits: 724 )
Your Two Customer Service Questions - by Patricia Fripp, CSP, CPAE
You're already aware, I hope, that each and every employee of your company is a "customer service representative," no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end. pop (Added: 13-Dec-2004 Hits: 4338 )
Using Your POS Software to Electrify Marketing - by Jeff Haefner
If your company is selling products and services and is using POS software, you'll want to take a look at this article. Plenty of ideas are listed within that will help you stay in contact with your customers and have those customers remain loyal to your business. (Added: 13-Dec-2004 Hits: 527 )
Customer Service Value Propositions - by Keith H. Hammonds
The five propositions that strategists David Bovet and Joseph Martha say help companies create value for their customers. (Added: 20-Mar-2005 Hits: 1271 )
A Heartbreaking Gesture of Staggering Kindness - by Keith M. Hammonds
Read how the author was treated to great customer service. The author was not even a customer before this act of kindness. This is a good lesson to keep in mind when you want to improve customer service or let someone know your definition of customer service. (Added: 1-Mar-2005 Hits: 1711 )
Pope of Customer Service - by Polly LaBarre
Ireland's "Pope of Customer Service" dominates his market -- and continues to beat bigger rivals -- with a leadership philosophy that is at once folksy and radical. Behind all his success is one big question: How do we convince our customers to come back? (Added: 7-Mar-2005 Hits: 1428 )
Everyone Represents Your Company - by Patricia Fripp, CSP, CPAE
The author relates a story telling of her two different experience with two different employess working at the same parking garage. This article serves as a reminder that while everyone does represent your company, some representatives need a little training in the fine art of customer service. (Added: 13-Dec-2004 Hits: 1423 )
New Rules: Why Values Beat Value - by Alan M. Webber
What do your customers really want? In an interview, Ryan Mathews, coauthor of the forthcoming book "The Myth of Excellence," offers some surprising answers. Forget the lowest price or the biggest discount. Show a little respect -- and tell the truth. (Added: 7-Mar-2005 Hits: 1100 )
Dorothy Lane Loves Its Customers - by Scott Kirsner
Do you love your best customers so much that you'll fire your lousy customers? Dorothy Lane Markets does. Here's a cutting-edge lesson in service and loyalty from a gutsy grocer in Dayton, Ohio. See how this grocer realized the benefit of loyal customers versus those customers dropping by because of advertised specials. (Added: 2-Mar-2005 Hits: 723 )
How to Lap the Competition - by Anni Layne Rodgers
The companies that break away from the pack in the next economy will focus almost obsessively on customer service, says author Charles L. Fred. Deliver on your promises, and consumers will reward you handsomely. Here's how. (Added: 7-Mar-2005 Hits: 563 )
...Or Your Money Back - by Dee Gill
Offering a $5,000 warranty on a $50 product sounds insane, especially when you know plenty of customers will take you up on it. But for Matthew Smith, whose shoe company has honored that warranty for nearly a decade, that gutsy promise was the smartest move he ever made. (Added: 10-Apr-2006 Hits: 1066 )
Achieving Excellent Service Design - by Derek Stockley
The author suggests that good customer service should be 'seamless'. That is, a service provided should be consistently unmemorable. This may be seem counter-intuitive to a customer service design, but you can learn a valuable customer service lesson by reading this article. (Added: 4-May-2006 Hits: 1446 )
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