Comments for Mastering Customer Service http://masteringcustomerservice.com Expect the most but give even more. Mon, 20 Feb 2012 17:51:53 +0000 hourly 1 http://wordpress.org/?v=3.3 Comment on The Lost Burrito by admin http://masteringcustomerservice.com/2011/04/the-lost-burrito/comment-page-1/#comment-169 admin Mon, 20 Feb 2012 17:51:53 +0000 http://masteringcustomerservice.com/?p=74#comment-169 Edward, I'm flattered at your comments, thank you! I'm not sure one instance of great customer service is enough to fill 100 minutes of film, but if you fund and produce it I'll write it! Would you play the part of the hero? : ) Phil Edward, I’m flattered at your comments, thank you! I’m not sure one instance of great customer service is enough to fill 100 minutes of film, but if you fund and produce it I’ll write it! Would you play the part of the hero? : )

Phil

]]> Comment on We ALL Have Our Issues We Should Fix by admin http://masteringcustomerservice.com/2010/04/we-all-have-our-issues-we-should-fix/comment-page-1/#comment-168 admin Mon, 20 Feb 2012 17:46:21 +0000 http://masteringcustomerservice.com/?p=58#comment-168 Yvonne, thank you so much for your comment! Isn't it just so much EASIER for some people to ridicule and disparage people in the service industry (or ANY industry, for that matter)? How can we help people to turn around that paradigm and culture, and make it EASIER to just be nice to other people, all people, all the time? I know I'm speaking to the choir as you are obviously well aware of this. Perhaps, with you and I behind this movement, we can change the world! : ) Phil Yvonne, thank you so much for your comment! Isn’t it just so much EASIER for some people to ridicule and disparage people in the service industry (or ANY industry, for that matter)? How can we help people to turn around that paradigm and culture, and make it EASIER to just be nice to other people, all people, all the time? I know I’m speaking to the choir as you are obviously well aware of this. Perhaps, with you and I behind this movement, we can change the world! : )

Phil

]]> Comment on We ALL Have Our Issues We Should Fix by Yvonne A Jones http://masteringcustomerservice.com/2010/04/we-all-have-our-issues-we-should-fix/comment-page-1/#comment-167 Yvonne A Jones Mon, 20 Feb 2012 17:37:13 +0000 http://masteringcustomerservice.com/?p=58#comment-167 You have mentioned so many situations, Phil, but they all highlight that coupled with giving and receiving good customer service must be coupled with good manners and love of neighbor. Showing kindness and courtesy should be part of our normal activities as much as we expect it from others. Great information! You have mentioned so many situations, Phil, but they all highlight that coupled with giving and receiving good customer service must be coupled with good manners and love of neighbor.

Showing kindness and courtesy should be part of our normal activities as much as we expect it from others. Great information!

]]> Comment on A Genuine “Hello” by admin http://masteringcustomerservice.com/2009/03/a-genuine-hello/comment-page-1/#comment-113 admin Thu, 09 Feb 2012 21:01:18 +0000 http://masteringcustomerservice.com/?p=3#comment-113 Jeff, Thank you for the nice words! After re-reading the article I wrote I noticed a smile come back to my face. After all the months have passed since I've been there just reading about their smiling staff brought a smile back to my face. The power of a smile is great, indeed! Philip Anderson Jeff,

Thank you for the nice words! After re-reading the article I wrote I noticed a smile come back to my face. After all the months have passed since I’ve been there just reading about their smiling staff brought a smile back to my face. The power of a smile is great, indeed!

Philip Anderson

]]> Comment on A Genuine “Hello” by Jeff Miller http://masteringcustomerservice.com/2009/03/a-genuine-hello/comment-page-1/#comment-112 Jeff Miller Thu, 09 Feb 2012 18:25:12 +0000 http://masteringcustomerservice.com/?p=3#comment-112 What a delightful post! What a refreshing, wonderful attitude Mr. Phillips has! I have no idea just why I'm so truly moved by this post, but I most definitely am. Thank you Mr. Phillips. moviemedic1@netscape.net What a delightful post! What a refreshing, wonderful attitude Mr. Phillips has! I have no idea just why I’m so truly moved by this post, but I most definitely am. Thank you Mr. Phillips.

moviemedic1@netscape.net

]]> Comment on Cancellation Department Is TRUE Customer Service Department by admin http://masteringcustomerservice.com/2010/11/cancellation-department-is-true-customer-service-department/comment-page-1/#comment-110 admin Sat, 21 Jan 2012 01:37:38 +0000 http://masteringcustomerservice.com/?p=66#comment-110 I can't believe I missed this comment! I'm so sorry! Sadly, yes, this is the way many companies do business. I don't think you'll find it in any company handbook but their language to their "customer service" employees is probably very specific on how they want them to handle these issues. I'm very happy to hear that DISH Network doesn't do this! Phil Anderson I can’t believe I missed this comment! I’m so sorry! Sadly, yes, this is the way many companies do business. I don’t think you’ll find it in any company handbook but their language to their “customer service” employees is probably very specific on how they want them to handle these issues. I’m very happy to hear that DISH Network doesn’t do this!

Phil Anderson

]]> Comment on Cancellation Department Is TRUE Customer Service Department by admin http://masteringcustomerservice.com/2010/11/cancellation-department-is-true-customer-service-department/comment-page-1/#comment-109 admin Sat, 21 Jan 2012 01:34:02 +0000 http://masteringcustomerservice.com/?p=66#comment-109 Manuel, Thank you for your comment. It certainly sounds as if you're frustrated with DirectTV. I don't blame you! Of course, I don't work for that company, but I will see what I can do to "inspire" them to get a hold of you! Phil Anderson Manuel,
Thank you for your comment. It certainly sounds as if you’re frustrated with DirectTV. I don’t blame you! Of course, I don’t work for that company, but I will see what I can do to “inspire” them to get a hold of you!

Phil Anderson

]]> Comment on Cancellation Department Is TRUE Customer Service Department by MANUEL VIGOA http://masteringcustomerservice.com/2010/11/cancellation-department-is-true-customer-service-department/comment-page-1/#comment-108 MANUEL VIGOA Sat, 21 Jan 2012 00:48:01 +0000 http://masteringcustomerservice.com/?p=66#comment-108 I NEED YOU TO SENT ME A COPY OF THE CANCELACCION OF DIRECT TV I M AT 224 47 ST UNION CITY N J 07087THIS IS MY ACCOUNTNUMBER62665469 CALL ME AT 201 590 8503 I NEED YOU TO SENT ME A COPY OF THE CANCELACCION OF DIRECT TV I M AT 224 47 ST UNION CITY N J 07087THIS IS MY ACCOUNTNUMBER62665469 CALL ME AT 201 590 8503

]]> Comment on Just Think by admin http://masteringcustomerservice.com/2011/04/just-think/comment-page-1/#comment-96 admin Tue, 20 Dec 2011 19:42:39 +0000 http://masteringcustomerservice.com/?p=78#comment-96 Yvonne, thank you so much for your comment. Where I agree with you, in general, I still think there is a mindset of people who get paid minimum wage that says, "Why SHOULD I do the best that I can if I'm only getting paid THIS much?" I think the two go hand in hand, one begetting the other. But, as you say, with simple training, and, more importantly, with systems in place, these two examples should not ever surface in these situations. -Phil Yvonne, thank you so much for your comment. Where I agree with you, in general, I still think there is a mindset of people who get paid minimum wage that says, “Why SHOULD I do the best that I can if I’m only getting paid THIS much?” I think the two go hand in hand, one begetting the other. But, as you say, with simple training, and, more importantly, with systems in place, these two examples should not ever surface in these situations.
-Phil

]]> Comment on Just Think by Yvonne A Jones http://masteringcustomerservice.com/2011/04/just-think/comment-page-1/#comment-95 Yvonne A Jones Tue, 20 Dec 2011 19:32:57 +0000 http://masteringcustomerservice.com/?p=78#comment-95 Hi Phil, Minimum wage may really have very little to do with it. I think it a challenge for some people to multi-task and understand how to prioritize. I'll give you an example of two hairdressers I've dealt with in the past. 1) Salon has 5 clients. She's attending to one and four are just sitting there....waiting....and wondering when they'll get out of the salon. 2) Salon has 5 clients: She washed one person's hair and she's sitting with the conditioner in her hair, the other is under the dryer, she's working on one in her chair and she just rotates them so that in two hours they're all done. I know this scenario would have been better created for a woman, but you get my point. Some people focus on just one task at a time and anything else confuses them. I do understand how the service you experienced is not a great example of putting the customer's needs first and perhaps just a little customer service training would be helpful. :) Hi Phil,

Minimum wage may really have very little to do with it. I think it a challenge for some people to multi-task and understand how to prioritize. I’ll give you an example of two hairdressers I’ve dealt with in the past.

1) Salon has 5 clients. She’s attending to one and four are just sitting there….waiting….and wondering when they’ll get out of the salon.

2) Salon has 5 clients: She washed one person’s hair and she’s sitting with the conditioner in her hair, the other is under the dryer, she’s working on one in her chair and she just rotates them so that in two hours they’re all done.

I know this scenario would have been better created for a woman, but you get my point. Some people focus on just one task at a time and anything else confuses them.

I do understand how the service you experienced is not a great example of putting the customer’s needs first and perhaps just a little customer service training would be helpful. :)

]]>