Find the Human Sweet Spot in Your Customer Service
Do you feel customer service has either become too casual or too robotic? Where is the humanity sweet spot? Recently I had the pleasure of trying to change/update my address for my contact information at a telecommunications company. If you hadn’t guessed already, I do say “pleasure” in the most sarcastic of tones. In a […]
How Do You Define Customer Service?
Recently I did a blog post about definitions, and whether it’s Wikipedia, Dictionary.com, or one of those stuffy academia types, it’s important to go back to the source. “The provision of service to customers before, during and after a purchase.” – Wikipedia “Assistance and other resources that a company provides to the people who buy […]
Best Buy – SHHH, I am Still Not Listening to You
A while back, I did a customer service review of a Best Buy experience. You can read the whole sordid tale but the bottom line is, there was a serious lack of listening. I don’t know if it was an ear wax problem, a loss in translation, or just a complete misunderstanding…but it didn’t go […]
Best Buy and Sauce Restaurant and Lounge: Shhhh LISTEN!
“Do you understand the words coming out of my mouth,” Chris Tucker, Rush Hour. You’d think this would be common practice in customer service…you know, listening…but as with most things it’s not so common. I recently experience two scenarios that would not nearly have been as painful if the service staff at both Best Buy […]