Comments for Mastering Customer Service

Comment on The Lost Burrito by admin

admin — Mon, 20 Feb 2012 17:51:53 +0000

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

admin — Mon, 20 Feb 2012 17:46:21 +0000

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

Yvonne A Jones — Mon, 20 Feb 2012 17:37:13 +0000

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

admin — Thu, 09 Feb 2012 21:01:18 +0000

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

Jeff Miller — Thu, 09 Feb 2012 18:25:12 +0000

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

admin — Sat, 21 Jan 2012 01:37:38 +0000

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

admin — Sat, 21 Jan 2012 01:34:02 +0000

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

MANUEL VIGOA — Sat, 21 Jan 2012 00:48:01 +0000

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

admin — Tue, 20 Dec 2011 19:42:39 +0000

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

Yvonne A Jones — Tue, 20 Dec 2011 19:32:57 +0000

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.