People To People Service: Customer Service Tips, News, and Reviews

The Tips and Stories Edition: Customer Service Carnivale

2009-11-09T10:41:00.000-08:00

Welcome the the Customer Service Carnivale! This is an awesome edition full of customer service tips plus a few stories.

A big THANK YOU to all who submitted an article...and a big THANK YOU for reading!

I hope you make some time over the week to read all of the submissions because I think they're all worth reading...

Customer Service Tips

Anya Portnik presents Sales training tips for handling cold calling objections, part III posted at Gavin Ingham.

Steve C presents The Most Important Customer Service Tip I Have To Give posted at MyWifeQuitHerJob.com.

GP presents Easy Like Sunday Morning posted at Manely Montana.

Surbhi Bhatia presents The Art of Public Relations posted at The Viewspaper.

Adrian Ma presents 5 things every freelance designer should know about managing clients posted at The Corpus Callosum.

Rocky presents Dealing with angry clients posted at Service Biz Coach.

Nissim Ziv presents Help Desk Interview Questions and Answers: IT, Computer and Analyst posted at Job Interview Guide.

Shaun Sayers asks, What is “brand”? posted at Capable People Blog.

Great tips for internal customers! Ilyn Q. presents How to Make Field Staff Productive – Tips and Tools posted at The Service Manager.

Jim presents Seven reasons why customer relationships matter to growing a business posted at Beyond Customer, saying, "Customer relationships matter because of their value to your business. It’s not selfish to say so, it’s more reality, we need loyal customers more than they need us."

Is it worth a customer service manager's time to deal with an escalation? Service Untitled presents Customer Escalations and You.

Customer Service Stories

Adesh Sidhu presents Enjoying Journey and Reaching Destination posted at Not Being Sarkari.

Banquet Manager presents The World's Rudest Restaurants - Part 1 posted at So You Want To Be a Banquet Manager....

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Guest Post: Assess Your Commitment to a "Culture of Customer Service"

2009-11-02T17:10:00.001-08:00

This is a guest post from Bob Davis-Mayo...

What is an organization’s “culture?” It is simply a critical mass of the attitudes and behaviors of its people and groups. The fifteen statements below each reflect an important “cultural” reality impacting customer satisfaction and loyalty. They have shaped our customer service program's success. Do they shape yours? How is your customer culture?

1. T / F: In our organization we operate under the assumption that customers view customer contact persons as “the organization” and representatives of what the organization means to them personally.

2. T / F: We communicate regularly the importance of realizing everyone in our organization has customers: external (“paying”) customers and internal (work group/ inter-work group) “customers.”

3. T / F: We design our processes and train our people around 2 things customers want to know: (1) Do you do what you say you will? (2) How do you handle problems?

4. T / F: Realizing that organizations choose, consciously or unconsciously, to be financially driven and/or customer-driven, we make decisions remembering that organizations working from a short-term, financially driven philosophy are not as effective in service situations.

5. T / F: Since front line persons make most customer service decisions on a daily basis, our top management understands their key role and allows them to inform the organization about customer needs.

6. T / F: We promote the status of front line customer contact people to a position of value and respect—they are not considered the least educated, trained and paid.

7. T / F: We allow our customer contact personnel, not management, to control the quality of the service product.

8. T / F: Management believes in the importance of good service and actively supports it.

9. T / F: We measure customer service results in a way that leads to greater focus on the importance of individual efforts.

10. T / F: We emphasize that customers perceive service to be “good” when positive individual interactions occur—crucial encounters that can be considered “moments of truth.”

11. T / F: “Customer first” behavior is rewarded and encouraged to be repeated.

12. T / F: Customer service skill training is wall-to-wall.

13. T / F: Our corporate culture supports continuous improvement of customer service processes.

14. T / F: “Customer first” attitudes, along with results communicated continually to all employees in simple terms create a climate for quality customer service in our organization.

15. T / F: Corporate goals, policies and procedures reflect a “customer first” mind set, while we foster a rewarding service-focused climate.

YOUR CUSTOMER CULTURE STRENGTH…

13-15 “TRUE” -- You are likely experiencing customer (and employee) loyalty and advocacy.

10-12 “TRUE” -- Do you have good customer satisfaction scores, but customer loyalty is strained?

Less than 10 “TRUE” -- Are you struggling with customer satisfaction, loyalty and brand reputation? Do you have low employee morale and high employee turnover?

About the Author:

Bob Davis-Mayo is President of Davis-Mayo Associates, LLC, a national human and organizational development firm (www.davismayoassociates.com). For more than twenty years, Bob has helped organizations achieve their goals through nationally field-tested best practices. DMA's customer service training program has been experienced by more than 429,000 people in 47 states and 15 countries. TO CONTACT BOB: bob@davismayoassociates.com

Kaboom Review: Clean Restrooms Do Make an Impression

2009-10-29T18:00:00.000-07:00

For the first time since the Bathroom Blogfest started back in 2006 we have a sponsor... Thanks to Kaboom for providing us a sample of their products to check out and review!

I think it goes without saying that clean restrooms do make an impression on your customers, but I'll say it anyways just in case...

Out of the Kaboom products I received, I tried out the Bowl Blaster and the Foam-Tastic. I'm really picky when it comes to bathroom cleaners because my nose is sensitive to all the different chemicals that are put in them.

The Foam-Tastic worked like a charm on my bathtub. Usually I have to scrub, scrub, scrub to get it clean, but all I had to do with Foam-Tastic is spray and wipe once. The foam is blue when you spray it, and you know it has done its job when the foam turns white. Easy-breezy!

What I especially like about Foam-Tastic is that there are no fumes that make me gag - unlike other cleaners I've used in the past. This is especially good if you have to clean a restroom without windows - which is usually the case in many retail establishments.

Now, as for the Bowl Blaster...I did like how well it cleaned my toilet bowl. The only thing I had an issue with is the dust from the crystals. It had a strong scent which caused me to cough quite a bit. If you are sensitive to fumes like me, you may want to put on a mask while using this product.

Thanks again to Kaboom for allowing Bathroom Blogfest bloggers to review their products! Here's an exclusive offer from Kaboom you may want to check out if you'd like to try out their products for yourself: www.bathroomblogfestdeal.com

If you have any tips or advice on how to clean your restrooms for customers, leave a comment...

Bathroom Blogfest: Details Are Everything

2009-10-28T19:37:00.001-07:00

On the corner of 9th and "G" Street in downtown San Diego is a quaint little French cafe called Cafe Chloe. I have passed this cafe dozens and dozens of times on my way to my post office box, but never ventured in until recently. I heard that their macaroni was Dee-li-cious, so I finally decided to go in for lunch to taste the macaroni for myself.

Oh, yes, the macaroni was good. Really good. I enjoyed it with a glass of white wine as I took in the relaxed ambience of the cafe and did a little people watching...

Before I left Cafe Chloe, I used the restroom. Given the very cute and modern decor in the dining area, I wasn't surprised to see that the bathroom decor was just as cute. It reminded me of a page right out of House Beautiful. In fact, it almost felt like you had just stepped into a restroom in someone's home. There was nothing stale or cookie cutter about this restroom. I even gave it an extra star because of the hook to hang my purse ;) All you women out there know what I'm talking about!

Dear restaurant owners: Women do pay attention to the details - even the details of a restroom. A mere five minutes in a cafe restroom changed my whole perception of the establishment...from great to WOW!

Let's contrast this experience with another experience in a "kitchenette". The food was good, but the restroom was absolutely Horrid. Yes, with a capital "H'! The door looked as if the termites had eaten half of it and the restroom floor probably hadn't been mopped in a month. After walking out of that restroom I didn't even want to eat anymore. My appetite was completely gone. I wanted to get out of that bathroom so fast that I forgot to take a picture!

Read more thoughts about bathrooms from other bloggers at the Bathroom Blogfest hompage...

Customer Service Carnivale: Fall Edition

2009-10-26T08:08:00.000-07:00

Welcome to the fall edition of the Customer Service Carnivale! Around this time many of you are gearing up for the holidays and holiday sales. It's also a great time to brush up on your customer service skills, so hopefully this carnivale will give you the inspiration you need to make those connections...

Customer Service Tips

Part of customer service is about determining people's needs. This happens during the sales process and Gavin Ingham shows us how to handle rejections.

When it's time to re-connect with your internal customers, Bill Hogg says that "All Meetings Are Cancelled!"

Sara Onstine shares Social Media Customer Service: Watch Out for YouTube!, saying, "A sampling of some businesses that don't seem to "get" YouTube when it comes to customer service and one company who does."

Customer Service News

Credit Shout presents Customer satisfaction with credit cards drops posted at CreditShout.

Customer Service Tools

Are you a customer-centric organization that doesn't make your customers go through IVR hell? Find out by reading Call Abandonment Basics.

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Google Will Find You

2009-10-23T13:21:00.000-07:00

People consider Google to be the "Big Brother" of the internet...and it's true. Google helps people find information in a matter of milliseconds - including information about your business.

I'm sure many of you regular readers understand this, but I find it interesting that there are still many people out there who don't realize that their actions (or inactions) can and will be published for the whole world to read.

Take, for instance, the cupcake story told by Libertylondongirl. Of course, there are countless other stories similar in nature out there that have been indexed by Google and other search engines - stories that will remain for as long as there is an internet.

Poor Billy's Bakery. Hopefully they'll learn their lesson.

And speaking of cupcakes, the other day I visited a new cupcake shop in downtown San Diego called "Heavenly Cupcake". I read the reviews on Yelp before I went in so I knew what to expect.

Just like many people said, the cupcakes were topped with an abundance of yummy sweet frosting. They were quite good. However, I must say that they didn't even come close to the cupcakes from Costco - the most delicious cupcakes I've ever tasted.

A note to the owner of Heavenly Cupcake: Please invest in display cases with doors. I almost didn't buy any cupcakes because of the flies. It seemed like the girl behind the counter spent more time trying to get the flies out of the display case than she did on other tasks.

The Real Bottom Line in Business

2009-10-23T11:37:00.001-07:00

Currently I'm reading a book, Fierce Leadership, by Susan Scott which has been a great read so far. I wanted to share a little excerpt from the book that hopefully will get you thinking about how you are connecting with your customers...

Human connectivity is the uberskill that captures the ideal combination of IQ and EQ. You simply cannot connect with colleagues and customers at a deep level unless you are able to bring valuable expertise to the relationship and you are able to access and manage your own emotions and the emotions of others...

I'm almost halfway through with the book and will be writing up a review here when I'm done.

The real "bottom line" in business is how you connect with your customers. They're not buying from you because how smart you are or how polished you look. They're buying from you because they enjoy the experience of interacting with you. They trust you. They believe in you.

Just a little thought for the weekend ;)

Bathroom Blogfest 2009 Next Week

2009-10-20T13:30:00.000-07:00

Next week starts the annual Bathroom Blogfest where quite a few bloggers, including myself, will be sharing our experiences with public restrooms. The Blogfest started three years ago and has grown into a helpful resource for retailers and restaurants that are looking for tips on how to create a better experience for customers.

Some of you may be thinking, Now what does a bathroom have to do with customer service? Perhaps more women than men will understand the importance of the restroom experience. Finding a place to hang your purse, diaper changing stations, and toilet seat covers can be deal breakers (or makers) when visiting a place of business!

In the past I've talked about my bathroom phobia, what every restroom should have, the retailer who knows how to design restrooms, and creative public restrooms.

To give you an idea of what to expect next week, check out the official Bathroom Blogfest Blog.

The bloggers who will be participating in the Blogfest include:
Susan Abbott at Customer Experience Crossroads http://www.customercrossroads.com/
· Reshma Anand at Qualitative Research Blog http://onqualitativeresearch.blogspot.com/
· Shannon Bilby at From the Floors Up http://fromthefloorsup.com/
· Shannon Bilby and Brad Millner at My Big Bob’s Blog http://blog.mybigbobs.com/
· Laurence Borel at Blog Till You Drop http://www.laurenceborel.com/
· Jeanne Byington at The Importance of Earnest Service http://blog.jmbyington.com/
· Becky Carroll at Customers Rock! http://www.customersrock.net/;
· Leslie Clagett at KB Culture http://www.kbculture.blogspot.com/
· Katie Clark at Practical Katie http://practicalkatie.blogspot.com/;
· Iris Shreve Garrott at Checking In and Checking Out http://circulating.wordpress.com/;
· Julie at Julie’s Cleaning Secrets Blog http://cleaningsecrets.greatcleaners.com/
· Marianna Hayes at Results Revolution http://www.resultsrevolution.com/
· Maria Palma at People To People Service http://www.people2peopleservice.com/
· Professor Toilet at Professor Toilet’s Blog http://www.professortoilet.com/
· David Reich at My 2 Cents http://reichcomm.typepad.com/
· Bethany Richmond at The Carpet and Rug Institute Blog http://www.carpet-and-rug-institute-blog.com/
· Carolyn Townes at Becoming a Woman of Purpose http://spiritwomen.blogpsot.com/
· Stephanie Weaver at Experienceology http://experienceology.blogspot.com/;
· C.B. Whittemore at Flooring The Consumer http://flooringtheconsumer.blogspot.com/ and Simple Marketing Blog http://www.simplemarketingblog.com/
· Linda Wright at Lindaloo.com: Build Better Business with Better Bathrooms http://lindaloo.com/

Become a fan of the Bathroom Blogfest on Facebook: http://www.facebook.com/pages/Bathroom-Blogfest/124443309541?ref=ts or follow on Twitter: @BathroomBlogfes or search for #ladiesrooms09

Customer Service Carnivale: The Rants and Tips Edition

2009-10-12T08:06:00.000-07:00

Step right on up for peanuts and popcorn! Yes, you're definitely in for a treat today as the Customer Service Carnivale is full of good stuff. Hopefully after celebrating National Customer Service Week last week you are revved up and inspired to take your business to the next level.

Let the show begin!

Customer Service Tips

Most of us don't like to deal with customer complaints, so Bill Hogg offers some excellent tips to deal with unhappy customers.

Love this step-by-step solution! World Class Customer Service - How To Handle Customer Complaints.

So you've gone from working one-on-one with customers to leading the people who work with customers. Find out how a new manager succeeds.

Steve C. shares good advice in What Your Customer Really Wants ? Lessons Learned From Taking Customer Support Calls. It's true, the talkative customers are the ones who make significant purchases!

Find out how to offer customer service the old-fashioned way...Actually, it's new fashion too!

Lauren Bloom wants to know: Is it ethical to haggle with your customers?

Not sure what questions to ask that potential hire? Check out Call Center Interview Questions and Answers: Call Center Interview Tips or Help Desk Interview Questions and Answers: IT, Computer and Analyst.

Here are some interesting thoughts about how to handle customers who want more of your time: Why some Internet Marketing experts will tell you no!

Are you blaming the recession for slow business? Find out how to recession proof your small business.

Customer Service ~~Rants~~ Stories.

For a chuckle, here's a story about The Time Traveler's Wife posted at Stuck Serving. Ah, the woes of being a waiter!

Have you ever walked into the store and been welcomed by a cutout cop warning that shoplifting won't be tolerated? Here's a great example of where customers are not wanted!

If you work in a call center, then you should probably think about Lance's rant: If One More Customer Service Representative Hangs Up the Phone...

Some of us like to complain about things to fellow coworkers without thinking about how it affects their stress levels. For example: "Don't Pitch About the Payroll". Obviously, the sales department is unaware of the Banquet Manager's stress level ;)

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Funny Video: Bad Customer Service

2009-10-09T14:57:00.000-07:00

To end the week on a fun note, I thought I'd share this video about bad customer service "in the hood"...

Funny thing is, I've actually experienced service like this! It didn't go as far as someone calling "Sah-curity!" on me, but it was pretty bad.

Ideas to Celebrate Customer Service Week

2009-10-06T17:12:00.000-07:00

National Customer Service Week is going on...What are you doing to celebrate? What are you doing to appreciate your customers?

Here are some ideas from fellow bloggers:

Phil Gerbyshak of Slacker Manager shares tips for successful job appreciation.
Lydia's Uniforms is celebrating their awesome team of customer service employees with theme days.
Anne Keenan of EchDitto shares a couple customer service stories that we can all learn from
Here are more suggestions on how to celebrate customer service week on eHow.

If you're on Twitter and want to share how your company is celebrating Customer Service Week, use #csweek or #customerservice so people can find your tweets.

Also, check out the official Customer Service Week source for information and resources.

Happy celebrating!

P.S. Although CS Week ends on October 9th, I think it's a good idea to continue the celebration throughout the whole year!

Photo Credit: Crystl

Customer Service Carnivale: Short & Sweet Edition

2009-09-28T13:15:00.000-07:00

Welcome to the Customer Service Carnivale! We have a good mix of customer service-related posts for you this week. Thank you to those of you who contributed to this short and sweet edition...

Here's another rant from the Banquet Manager: Stale Friggin' Danish Again, WTF! posted at So You Want To Be a Banquet Manager.... It really, really, really is time for a new job ;)

I've always believed that knowledge is power. People who work in customer service should read more books about customer service. But then again, make sure you're not reading too much as customer service consultant Bill Hogg points out.

Great customer service tips offered in this next post: When it comes to customer service, goals are not enough. Or, How the water cooler leads to happy customers.

Want to know a great example of how a business is using Twitter to attract customers and give them a better experience? Alan Underkofler presents Twitter For Business Case Study: Naked Pizza.

Nissim Ziv presents Examples of Competency Based Interview Questions, List of Competencies/Skills saying, "Competency based questions focus on past behavior of a potential employee in different job-related situations in order to predict his future performance. This article provides examples of wide ranging competency based interview questions including customer service competencies." What do you think?

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Would you like to host an upcoming carnivale? Contact Maria: maria [at] people2peopleservice.com

Video: How To Deliver Excellent Customer Service During a Recession

2009-09-25T05:00:00.000-07:00

How do you deliver excellent customer service during a recession?

In this video Sarah Cook of The Stairway Consultancy offers tips on what you can do improve customer satisfaction...

I like how she emphasizes getting the basics right and doing them consistently. You don't need high-tech gizmos or flashy websites to keep customers. Sticking to the basics will get you further than fancy technology.

The Bottom Line: Stay connected with your customers and listen to their needs. Also, make a plan to improve your service...and take action now!

Taking Ownership of the Customer

2009-09-18T15:39:00.000-07:00

In a guest post over at Customer's Rock, Sean McDonald of Ant's Eye View asks,

"Who owns the customer?” Is it Sales, Marketing, Customer Service, Product Development, PR, Investor Relations, Finance?"

It's so easy to pass the buck over to customer service whenever an issue comes up.

However, Sean is right when he says:

"...it is everyone’s responsibility to engage with customers. Not every group is an order taker or customer service helpdesk. But customers have questions, ideas that span entire life cycle."

Part of taking ownership of the customer is ensuring that all team members work together so that every customer is taken care of. I know how frusterating it is as a customer service person to ask someone in another department for help, only to be ignored or put on the back burner.

During my time at Nordstrom, I can remember a few instances when salespeople didn't want to help a customer because "that customer is so-and-so's customer...They should deal with it..." Sometimes the customer wasn't a pleasant person to talk to and I ended up having to take time away from the sales floor to work out a solution, even though I initially didn't help the customer. I had the attitude that every customer is my customer - which isn't usually the case in a commission-based sales position.

In your current organization, would you say that everyone takes ownership of the customer? If not - what can you do to change that?

Photo Credit: Gopal Vijayaraghavan

Customer Service Carnivale: The Tips, Tips, and More Tips Edition

2009-09-14T13:14:00.000-07:00

This edition of the Customer Service Carnivale is filled with plenty of excellent customer service tips. However, it's one thing to learn and know how to treat customers, but it's one thing to take action on what you've learned! Keep this in mind as you read all the great articles...

Have you ever asked the question, "Whatever happened to Customer Service?" Rachel Paul of The Viewspaper shares her thoughts - thoughts that I completely agree with.

I love these 10 Commandments of Customer Service GP offers in Commanding Customer Service.

As an online business owner, I can appreciate Alan Smith's post, Putting the Service back in Customer Service Part 1 of 4. He says, "Online business need to be in the practice of quality customer service. There are four simple things that you can do to improve your online service that will boost your business."

Peter Cantelo shares 10 Keys to a Fabulous Relationship with YOUR Customers: posted at vivavi.co.uk. I like the four magic words mentioned ;)

Deborah Brown asks How Do You Put Customers First?. Deborah is also seeking customer service stories to compile into an e-book. Make sure to read her post for details.

Wally Bock offers good tips for managers in How to wander effectively. Remember that good customer service starts with taking care of your internal customers.

If you're in search for a position in customer service, you may want to check out Customer Service Interview - Questions and Answers.

Here's a good lesson in communication from Lauren Bloom: Stay on good terms with potential plaintiffs.

And a customer service carnivale just isn't a carnivale without a rant from the Banquet Manager! Want to know what an overworked and under-appreciated Banquet Manager sounds like? Check this out: I'm NOT Gonna Open Your Damm Bottle Of Wine!

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Technorati tags: customer service carnivale, blog carnival, customer service.

Tips For Thank You Cards

2009-09-02T11:33:00.000-07:00

Not too long ago I shared with you how BCBG wowed me by sending a Thank You card. As a writer who happens to love making greeting cards, I think it's important to keep the art of letter writing alive.

If you're trying to get in the habit of sending Thank You cards to customers, I recommend checking out Glenn Ross' ten tips for writing and mailing effective thank you cards.

It's so easy to send emails or text messages, but there's something about having something tangible to hold. Call me old-fashioned, if you will.

I'd love to hear about your experiences with sending Thank You cards to customers. Do you have any tips to share? It's been awhile since I've sent out cards, so I'm grateful for the reminder.

Customer Service Carnivale: The Good Treats Edition

2009-08-31T12:19:00.000-07:00

Welcome to the Customer Service Carnivale! Step right up for a dose of good customer service tips and stories...and make sure to try the popcorn and cotton candy as well!

Customer Service Tips

Love this! Heidi Miller presents Spoken Communications: Dear corporations: nothing else matters if your customer service s**ks posted at Spoken Communications.

This next post is geared more towards consumers, but there are good lessons to learn: How to Deal With a Bad Deal posted at fivecentnickel.com.

Surbhi Bhatia shares some thoughts about Guerilla Advertising posted at The Viewspaper.

Customer Service Tools

Alan Underkofler presents 7, 10, Ok How about 11 Top Reasons Twitter is a Must Have for Your Business posted at Square Martini Media.

Customer Service Stories

There are many reason why Amazon is well-known for excellent customer service. Service Untitled shares one of those reasons: Simple Returns With Amazon.com.

Ms. Smarty Pants shares a good experience with TomTom Customer Service posted at Ms. Smarty Pants

I really like this story told from the perspective of someone who has worked in service: That's the Spirit posted at A Personnel Matter.

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

In Search of a San Diego Dentist...

2009-08-24T15:25:00.000-07:00

It's been awhile since I've been to the dentist, but I can't put it off any longer. I need some work done, but I don't want to see just any dentist. Of course, I want a dentist who offers great customer service - someone who understands that it's the little things that count.

I was looking at this San Diego cosmetic dentist's website and noticed their list of dental services. Have you ever been offered refreshments like bottled water, tea, or muffins at a dentist's office? How about soothing music on an iPod as you get your teeth worked on?

I'm sure there are many dentists out there who have forgotten or don't even realize that it's how you treat patients that determines whether or not their dental practice will be successful.

I was inspired to write this article, How to Build a Successful Dental Practice, just in case there are any dentists out there who need a little reminder of what it takes to attract loyal patients. Hopefully, it will give you some food for thought and make you think about any changes that are needed to take your business to the next level.

Remember that customer service is not something that is provided by retailers and restaurants. If you run any type of business, you should still be thinking about how you can best serve your customers.

Photo Credit: Emran Kassim

Customer Service Carnivale: Better Late Than Never Edition

2009-08-17T22:16:00.000-07:00

Welcome to the "better late than never" edition of the Customer Service Carnivale. I apologize for the late posting as I was working on a client project that took up most of the day. Thanks for your patience!

This edition features what I thought were the best submissions that offered genuine customer service tips or stories. Also, as a reminder, any previous stories that have been published in a previous carnivale will not be posted again.

So, without further ado...

I love this great story Traci Hayner Vanover's shares: Now Hear This: Happy Customers = Evangelists.

This one will make you laugh, 13 Signs That You Don't Want To Eat There, and this one will make you appreciate what servers do, When The Flowers Dry, posted at So You Want To Be a Banquet Manager....

I'm not really sure if I agree with this post - what are your thoughts? Is total control the no 1 must have quality for great leadership?

I like the tips offered here: Customer Service- Dealing with the Difficult Customer posted at Changing the Outlook on Customer Service.

The characteristics offered in this post can actually be applied to any business: Things That Make a Trade Show Rental Service a Quality One

Wally Bock shares Community is a Characteristic of a Great Working Environment. A great work environment creates happy workers mean happy customers!

That concludes this edition! Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Verizons Gains Ground on T-Mobile Customer Service

2009-08-17T11:31:00.000-07:00

For quite a few years now T-Mobile has topped the list for wireless customer service, however, it seems as if Verizon is gaining ground.

J.D. Power and Associates recently released the results of their 2009 Wireless Customer Care Performance Study in which T-Mobile, Verizon, and Alltel (owned by Verizon) were in a three-way tie. This semi-annual study tells how well wireless carriers service their customers in three point-of-contact methods:

Telephone calls with a customer service representative (CSR) or automated response system
Visits to a wireless store
Visits on the web

I personally have a T-Mobile account and for the past eight months that I've been a customer, I've been very happy with the service. Before that I was an AT&T customer and the service was horrid. I could get into a long, drawn-out story about my experience with AT&T, but I would need about 100 pages to tell it!

Whenever I call T-Mobile I never have to wait too long to talk to a CSR. Everyone I've spoken to has been very pleasant and respectful.

In the future I think it would be nice if J.D. Powers & Associates also took into account how wireless companies use social media and engage with customers that way. I took a quick look at T-Mobile's twitter account and I can see that their Twitter team is very active and engaging.

On the other hand, Verizon has several Twitter accounts (@VZHelpNetwork, @VZWSupport, @VZWOffers, etc.) depending on what type of information or help that you need. For me that can be a little confusing. As a side note, neither one of these accounts even has the amount of followers that T-Mobile has.

What do you think? Is T-Mobile at the top of your list in customer service?

The Amazon-Zappos Deal: Karma At Work

2009-08-06T11:44:00.000-07:00

I believe in karma. You know the saying, “What goes around, comes around.” I’ve lived that philosophy for many years and I’ve seen it in action in my own business. I like to think of karma as a slight variation of the Golden Rule: Do unto others as you would like them to do unto you.

So when I heard the news about Amazon buying Zappos, the first thought that came to mind was, “That’s karma!”

Think about it. Zappos has built their whole business on providing exceptional customer service. They’ve invested the time and the money in making sure each and every customer is satisfied. Tony Hsieh, the CEO of Zappos, has created a company culture that promotes fun and creativity which in turn has produced a happier work environment.

And now the investment has paid off big time.

So, what are you doing today to increase your karma? Are you living by the Golden Rule in every interaction you have with someone else whether it be an employee, supplier, vendor or customer?

Read other perspectives of the Amazon-Zappos deal:

Customer Service Carnivale: Stories and Tips Edition

2009-08-03T16:16:00.000-07:00

Welcome to the latest edition of the Customer Service Carnivale! Just like our previous edition, there are some great customer service tips and stories to share. Thanks to everyone for their contributions!

Customer Service Stories

Madeleine Begun Kane thinks Amazon invaded her privacy in Kindle Swindle? posted at Mad Kane's Political Madness.

After reading Marquette Bank would have been smart to apologize to Sheryl Stone posted at The Business Ethics Blog, I'm going to start paying more attention of all the different fees that banks charge me!

And speaking of banks...Miss Bankrupt presents Rape by Credit Card posted at Miss Bankrupt.

Customer Service Tips

Companies spend a great deal of time evaluating their customer service reps, but what about
Evaluating the Evaluators?

Managed Services offers some really good customer service tips in The Difference Between Customer Service and Exceptional Customer Service posted at Managed Services Blog.

Great Management presents Benefits to Management Development Programmes posted at GreatManagement Blog, saying, "Regular training and development programmes increase job satisfaction and morale among managers and of course employees."

GP shares thoughts on Customer “No” Service posted at Manely Montana, saying, "the perils of customer "no" service".

I've always believed that word-of-mouth marketing is the best type of marketing. We learn from Peter Cantelo the 4 Steps To Building a Referral Based Business posted at vivavi.co.uk.

Treating your employees with respect (internal customer service) is just as important as treating your paying customers with respect. If you treat your employees as gophers, you may end up with rants like this one: "I'm Not Your Secretary, I'm The Banquet Manager Dammit."

Wally Bock presents The Fallibility Factor posted at Three Star Leadership Blog, saying, "Here's a news flash. The people who work for you will make mistakes. Most of them aren't worth mentioning."

Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Would you like to host a future carnivale? Contact maria[at]people2peopleservice[dot]com for more information.

Customer Service Tips on Twitter (#customerservice)

2009-08-01T22:04:00.000-07:00

Browsing through Twitter's search tool looking for customer service information, I came across some interesting tips that people have shared...

I like the last tip: "Every complaint is an opportunity for something positive". That's a good one to print out and keep posted so that you can see it everyday!

If you ever share something customer service-related on Twitter, you can also add the "#customerservice" notation at the end. It's easier for people to discover you that way.

Do you have a customer service tip you'd like to share? Leave a comment!

Are you on Twitter? You can follow me here. FYI: I tweet about many topics, not just customer service.

Other interesting articles on the web about customer service and Twitter:

A Tale of Social Media

What Are Customers Saying About You on the Internet? Three Places to Check

Serving Your Customers: You Can Do Something About It

2009-07-31T07:46:00.000-07:00

I think many of us can relate to the story Seth Godin tells us in his post, "All I do is work here". I know I've had my fair share of customer service reps who have told me that same line, plus a few more like:

"There's nothing I can do about it."

"It's company policy..."

Hearing these excuses is like hearing fingernails being scratched on a chalkboard! Excuse me as I go on a little rant here...

First of all, you CAN do something about it. It's just that you CHOOSE not to do anything about it. What you perceive as company policy can always be amended. The rules can be bent once in awhile. It's all a matter of speaking up and telling upper management about an issue. It's all a matter of taking that extra step to ask someone else for help if you've exhausted all your options and feel that there's nothing else that you could do for a customer.

The problem I see is that many people are unwilling to TAKE CARE for their customers. Too many people are unwilling to take RESPONSIBILITY for their actions. There's no real PASSION for wanting to help people. It's all about picking up a paycheck on Friday.

I agree with Seth when he says:

"If you're not proud of where you work, go work somewhere else. You don't get the benefit of the brand when it's hot without accepting the blame of the brand when it's wrong."

Ok, I'm done ranting...

BCBG Knows the Power of a Thank You Card

2009-07-27T07:07:00.000-07:00

Recently I went shopping for summer clothes and bought a dress from a BCBG store. A few days later I was pleasantly surprised to receive a thank you card in the mail...

Even though BCBG was one of the many places I shopped that day, which retailer will I remember? Who will most likely get my business the next time I go shopping?

As you can see, a thank you card to a customer doesn't have to be all that complicated. I like that Paulina included the phone number to the store in the card she sent to me. I don't have to go through the trouble of looking it up if I ever needed to contact her.

Thank you cards don't have to cost an arm and a leg. They don't take up a great deal of time to write either. When I was at Nordstrom it would take me less than 10 minutes to write a thank you card to a customer. The effort was worth it because I had customers come back in to thank me for sending them a card - and to shop with me as well.

In this day and age of email and text messages people still appreciate written correspondence, so never underestimate the power of a thank you card!

Related Post:
Five Unique Ways to Show Love For Customers