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    Customer Service Archives:

    We’re evaluating some new CRM options, and several people have recommended Salesforce. I had a chat with a sales rep from the company, and man, he was a GOOD sales person. We’ve also brought in some consultants for sales training, and after the initial phone call, I told our management team, “We just need to [...]

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    Dear Tradeshow Organizer, Why didn’t you sign up for the online ordering option for carpet, furniture, electrics, and every other standard service at a tradeshow? Why do you insist on making me fill out 10 different forms, fax or scan+email them back to you, and email you to request a confirmation of receipt and an [...]

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    Yesterday’s post talked about Blockbuster’s missed opportunity to provide great customer service. Today’s experience is the exact opposite, as I had a great customer experience over Twitter with the NBAA. Our conference starts in just a few weeks, and I’ve been waiting patiently (ok, not so patiently, but still) for the shuttle bus schedule to [...]

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    My husband and I use Blockbuster for our movies. We started this when we lived within walking distance of Blockbuster, so trading in our movies was a great perk for using their service over Netflix. Our life has been pretty busy recently, and we no longer live close to a Blockbuster store. Thus, we decided [...]

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    Let’s talk about a horrible user interface. You know, the kind that makes you wonder if you’re just completely stupid, because you can’t find the “buy now” button? I recently tried to pay my water bill online, and the UI was awful, and my water bill is still unpaid! First, we thought we could pay [...]

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    While opening a package of Oreos the other day, I came across their explicit instructions, “Open With Pull Tab on Top!” It made me wonder how the company came to the decision to change the packaging. The Impetus. First, I have to wonder what initially prompted them to consider swapping the traditional tear-open side for [...]

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    I’m enjoying the sales training session, and an idea struck me while we took a break. There’s a great book on relationships called “The Five Love Languages”, which talks about how people give and receive love. These days, business often feels like a marriage, and I think some of the tips in the relationship guide [...]

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    We’ve had two rare customer service experiences recently… rare in that they were personal and good! Sad to say, but these two components are usually missing from customer service interactions, so prepare to also be blown away by what we’ve experienced! First, after my husband went to get his Tolltag, he received an email requesting [...]

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    I’ve had a few experiences recently that inspired this post, and I’m sure you’ve experienced the following: It’s a blazing hot day, you’re running late for a long meeting (or class in my case), and all you really want is a nice, cold Coca-Cola. You drive through a fast food restaurant and order your Coke, [...]

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    I saw an email recently that begin, “Dear <<Name>>”. Apparently the mail merge function wasn’t working properly, and instead of saying my name or the company name, it just gave the fill-in-the-blank. I know we all use form emails and mail merge functionality at some point in our careers, but I’ve found these tools to [...]

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