Comments on: 15 Customer Service Mistakes to Avoid http://kherize5.com/15-customer-service-mistakes-to-avoid/ Small Business Advertising & Marketing Resource Center Thu, 11 Mar 2010 11:54:49 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: The Cult of Attention | Kherize5 Blog http://kherize5.com/15-customer-service-mistakes-to-avoid/comment-page-1/#comment-135 The Cult of Attention | Kherize5 Blog Wed, 24 Feb 2010 20:51:49 +0000 http://kherize5.com/?p=244#comment-135 [...] When we go to the local coffee shop or convenience store, we expect that we will be greeted by an employee who is focused on us and who is not chewing gum vigorously, talking on the phone or picking their nails [...] [...] When we go to the local coffee shop or convenience store, we expect that we will be greeted by an employee who is focused on us and who is not chewing gum vigorously, talking on the phone or picking their nails [...]

]]> By: Suzanne Vara http://kherize5.com/15-customer-service-mistakes-to-avoid/comment-page-1/#comment-14 Suzanne Vara Sun, 24 Jan 2010 03:12:54 +0000 http://kherize5.com/?p=244#comment-14 LOL...these are great. You left our "texting or talking on cell phone while I'm waiting in line for them to wait on me" love that one. Makes me feel all special and warm inside. ;-) <br>Posted @ Friday, November 20, 2009 6:42 AM by Tom Martin<br><br>Susan... This is so awesome! I too am a customer service freak! The gum chewing must have been a personal experience...:) <br> <br>I totally agree with all your points. I think in society today customer service is too lax. I don't think people understand how bad they give customer service, but at the same time expect others to give exceptional customer service. My saying is "If you aren't taking care of your customers, someone else will". <br> <br>I can't tell you how many times I have walked out of a Burger King....<br>Posted @ Friday, November 20, 2009 10:36 AM by Kim Kolb<br><br>I appreciate this post as it brings up many valid points. One that I always take note of is answering services...they need to be polite, knowledgeable, and friendly. So many times I will call into a company with an answering service to check up on a client and share progress we've made on their campaigns, and the answering service always thinks I am trying to sell something! Oftentimes I get an "I'm sorry ma'am, no sales calls," and they hang up on me! Answering services are fine as long as they are polite and understand the nature of the business they are representing...even if it's just a basic understanding.<br>Posted @ Friday, November 20, 2009 2:00 PM by Erika Lehman<br><br>Point 14 - Mispronunciation of names is nothing at all, (IT doesnt matter how you call me) instead what matters to the customer is whether their problem got solved quick without much 'on the phone with customer sservice'. That is what makes it a rememberable experience. Solve the problem first, worry about names later. Its like 'Call me Drew, I dont care, but make sure you solve Andrew's problem (which is me)'<br>Posted @ Friday, November 20, 2009 10:56 PM by WebDesignExpert.ME<br><br>Andrew <br> <br>Not pronouncing a name properly when a customer is not happy is a big deal. I used Andrew/Drew as that is my son's name so I am partial however calling someone by a name that they do not use or butchering it when they are having a bad customer experience only adds fuel to the fire. That has been my experience.<br>Posted @ Saturday, November 21, 2009 12:28 AM by Suzanne Vara<br><br>Tom <br> <br>Having spent time with me and me commenting on your blog that I love, you know that I talk to people and observe how they react. I can never tell you how many times the person at the counter is chewing gum or talking to another employee, on phone or even texting. It is unreal. <br> <br>Thank you so much for reading and commenting. Love your blog and articles for Ad Age!<br>Posted @ Saturday, November 21, 2009 12:44 AM by Suzanne Vara<br><br>Very interesting read, Susan. Thanks. <br> <br>What about outsourcing customer service all together to a country where English is the second language :) ?<br>Posted @ Monday, November 23, 2009 3:52 PM by Mark<br><br>Mark <br> <br>That is a tough one as we the first thing we hear about is a negative experience where the CSR did not speak English well or had a thick accent. I do not have answers for that one as when dealing with a customer who is not very pleased,in and of itself is difficult. I do know that culturally there are different ways that customers are treated or the expectations of treatment as compared to the US. <br> <br>Thanks for sharing your thoughts, I appreciate.<br>Posted @ Tuesday, November 24, 2009 8:56 PM by Suzanne Vara LOL…these are great. You left our “texting or talking on cell phone while I'm waiting in line for them to wait on me” love that one. Makes me feel all special and warm inside. ;-)
Posted @ Friday, November 20, 2009 6:42 AM by Tom Martin

Susan… This is so awesome! I too am a customer service freak! The gum chewing must have been a personal experience…:)

I totally agree with all your points. I think in society today customer service is too lax. I don't think people understand how bad they give customer service, but at the same time expect others to give exceptional customer service. My saying is “If you aren't taking care of your customers, someone else will”.

I can't tell you how many times I have walked out of a Burger King….
Posted @ Friday, November 20, 2009 10:36 AM by Kim Kolb

I appreciate this post as it brings up many valid points. One that I always take note of is answering services…they need to be polite, knowledgeable, and friendly. So many times I will call into a company with an answering service to check up on a client and share progress we've made on their campaigns, and the answering service always thinks I am trying to sell something! Oftentimes I get an “I'm sorry ma'am, no sales calls,” and they hang up on me! Answering services are fine as long as they are polite and understand the nature of the business they are representing…even if it's just a basic understanding.
Posted @ Friday, November 20, 2009 2:00 PM by Erika Lehman

Point 14 – Mispronunciation of names is nothing at all, (IT doesnt matter how you call me) instead what matters to the customer is whether their problem got solved quick without much 'on the phone with customer sservice'. That is what makes it a rememberable experience. Solve the problem first, worry about names later. Its like 'Call me Drew, I dont care, but make sure you solve Andrew's problem (which is me)'
Posted @ Friday, November 20, 2009 10:56 PM by WebDesignExpert.ME

Andrew

Not pronouncing a name properly when a customer is not happy is a big deal. I used Andrew/Drew as that is my son's name so I am partial however calling someone by a name that they do not use or butchering it when they are having a bad customer experience only adds fuel to the fire. That has been my experience.
Posted @ Saturday, November 21, 2009 12:28 AM by Suzanne Vara

Tom

Having spent time with me and me commenting on your blog that I love, you know that I talk to people and observe how they react. I can never tell you how many times the person at the counter is chewing gum or talking to another employee, on phone or even texting. It is unreal.

Thank you so much for reading and commenting. Love your blog and articles for Ad Age!
Posted @ Saturday, November 21, 2009 12:44 AM by Suzanne Vara

Very interesting read, Susan. Thanks.

What about outsourcing customer service all together to a country where English is the second language :) ?
Posted @ Monday, November 23, 2009 3:52 PM by Mark

Mark

That is a tough one as we the first thing we hear about is a negative experience where the CSR did not speak English well or had a thick accent. I do not have answers for that one as when dealing with a customer who is not very pleased,in and of itself is difficult. I do know that culturally there are different ways that customers are treated or the expectations of treatment as compared to the US.

Thanks for sharing your thoughts, I appreciate.
Posted @ Tuesday, November 24, 2009 8:56 PM by Suzanne Vara

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