United Airlines just gave the world a view of what really bad customer service looks (and can literally feel) like. Here’s what people who care about the customer experience can learn from the airline’s service disaster.
While customers appreciate a professional and personal experience, they remember ones that make them feel good.
Customer complaints can be an effective tool for strengthening a relationship.
If you see a pattern of customer complaints, don’t just think about fixing the problem. Use the issue to improve service and, possibly, sales. Here’s how one company did it.
Most companies say they have great service. Fewer have created an actual customer service culture that thrives. Have you?
When customers have a problem, you’d think that would be the main thing they cared about. But new research suggests one thing is more important.
Some customers – by nature or circumstance – want to pick a fight. Are you ready?
Extraordinary deeds done in otherwise ordinary situations. Random acts of kindness. Great efforts by people “just doing their jobs.” Here are stories of heartwarming customer service.
You can find ways to “wow” customers from time to time. Or you could make ways to “wow” them almost every day.
Most companies don’t like to admit they’ve done something wrong. So their attempts to apologize and quickly rebuild customer relationships fall short.