Archive | Customer Care

Customer Service Foundations (part 3)

In our last video blog we looked at the far-reaching ramifications of allowing a single bad customer-service experience to occur. But how do we prevent these from happening in the first place? There are two rules or principles to keep in mind when dealing with customers. We’ll call these Service Axioms. Service Axiom #1 Customers [...]

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Customer Service Foundations (part 2)

In our last video blog I asked you to think of a bad customer-service experience you had. And we looked at what made it a bad experience and tied that to the two needs every customer has. Recall they have a technical need and a personal need. And chances are the reason your customer service [...]

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Customer Service Foundations (part 1)

Let’s try an experiment. Think of a situation where you were the customer and you received bad customer service. This could be a restaurant that you visited. It could be a trip you took, a hotel you stayed in, an airline you used. Maybe you recently purchased an appliance or a computer. Think of one [...]

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Handling Irate Customer Calls

In a past issue of supportEDGE we looked at some ways to handle an abusive customer call. But sometimes the customer is simply upset or angry, not abusive, and it would be a mistake to handle those two types of customer calls in the same way. A customer might be upset for a number of [...]

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