Tag Archives: customer service blog

Kmart to post customer reviews on store shelves

According to Kmart’s blog, the retailer will now put customer reviews directly on the shelves of their games department.

In order for the review to be displayed on shelves they must be:

* Helpful and constructive
* Unique and well-written
* Written for an audience that may be made up of non-gamers; your review will be read by gamers and non-gamers of all ages
* About a title released in the last month or so, or a more “evergreen” title (Example: Red Dead Redemption or NCAA Football 11) that will be prominently featured on store shelves for several months.
* Abide by the MyKmart terms of service
* We won’t post reviews that simply say whether a game is good or bad. Reviews that describe gameplay, graphics and storyline are more likely to be featured. (This way, we can cut down on any potential abuse of our program.)

What do you think of Kmart’s move to put customer reviews directly on store shelves? Will this help to improve the customer’s experience while in store?

Relax! How to handle angry customers without losing your cool

Sue Shellenbarger’s post on the WSJ.com blog, Work & Family outlines tips that customer service representatives can use to help keep their cool in the midst of an angry wave of customer complains. The post notes that customer service takes a heavy toll. Turnover ranges from 25% to 300% a year. Part of the problem is having to fake happiness, according to a German study. Call-center workers who were instructed to remain polite and friendly with angry, rude customers had elevated blood pressure long after ending a call, researchers found. Those allowed to react naturally and defend themselves were far less stressed.

Shellenbarger’s tips include eye exercises, keeping calm, keeping a vacation photo nearby, and exercising to alleviate some of the stress from the job.

In your work, what tips help you to keep your cool while staying focused on the customer’s needs?

How to Keep Your Cool in Angry Times

Join us TOMORROW for the complimentary webinar, CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability

Space is filling quickly for our complimentary webinar with Curtis Bingham, who is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Thu, September 16, 2010
2:00 PM – 3:00 PM EST
Register today:
https://www1.gotomeeting.com/register/593492816
Priority code: M2300W1Blog

Lessons shared include:

* Winning executive support for loyalty initiatives
* Creating an unstoppable customer culture’so you aren’t the only customer advocate
* Letting data tell you which customers to keep happy, and which ones to let go
* Giving more to customers counter intuitively generates MORE revenue

We hope that you join us!

When should extra charges be discussed with the customer?

When dealing with extra charges that may be unexpected to the customer or client, when is the best time to disclose them? Who’s Your Gladys invited Rebecca Morgan to tell their readers and we’d like to share it with our Customer 1st readers as well. Morgan shares a personal story of being charged extra when she visited her doctor’s office. After being miffed at the extra charges, Morgan decided to find out how customer service professionals can avoid angering their customers while still making extra charges. She writes, that common sense says that any unexpected charges should be discussed before the service is provided or the product delivered. Morgan’s bottom line? If the customer is upset by the increased bill, they will be unhappy, not only with the rep but with your organization for not making sure that discussing increased charges is a standard before the service or product is provided.

We encourage you to read the post, Guest Blogger Rebecca Morgan Asks, ‘When Should Extra Charges Be Disclosed’? in it’s entirety and share with your team.

Let us know – have you dealt with this issue in your work?

U.S. companies Social Media spending tied to customer loyalty

Internetretailer.com reports that a new study finds U.S. companies that use social media to deepen customer loyalty spend nearly twice as much on the marketing tactic as those that use it for other reasons. Further, marketing budgets related to social media are growing, with loyalty initiatives growing the fastest in terms of dollars spent. The amount of marketers’ social media budget allocated to loyalty increased by 293% from 2009 to 2010, while brand awareness and customer acquisition budgets increased by 189% and 214%, respectively. Social media budgets for driving loyalty have experienced the most growth for the past three years, the report says.

As customer loyalty continues to be the major push within social media use; how can customer loyalty professionals leverage this toward actionable results?

Learn more: U.S. companies spend for social media tied to customer loyalty

Enhance your customer loyalty and engagement skills with Robyn Tippins, Community Lead at Yahoo! Developer Network as she presents, “From Ordinary Customer to Fervent Fans: Yahoo! Helps Customer Take the Leap” at NACCM 2010 – October 25-27, 2010 in Orlando. Visit the NACCM 2010 event page to download the brochure.

Study: Americans want Federal customer service to be a priority

Businesswire.com reports that the results of the ‘Uncle Sam at Your Service: 2010 Federal Customer Experience Study,’ which examined American citizens’ expectations and perceptions of U.S. Federal agencies’ customer service. Whether through Federal student aid, tax processing, disaster relief, or even airport security ‘ U.S. Federal agencies offer services to 307 million Americans every day.

Here are a few highlights from the report:

According to the study, Americans currently grade private sector customer service experiences higher than service received from Federal agencies. The study reveals that Americans want the Federal government to improve customer service, and many are willing to pay for the upgrade:

* 83% of Americans say that customer service is something that Federal agencies can improve
* 42% of Americans say they would pay an additional $10 in taxes each year for better government service ‘ $552.3 million more in taxes annually

Also,

Americans want problems solved quickly, clearly, and with courtesy. Currently, private companies outrank Federal agencies in these categories; however, some agencies are taking great strides to improve service. Despite some improvements, agencies must focus on expanding Web presence and moving more services online:

* 85% of Americans want Federal agencies to provide more information and make more services available online
* 63% of Americans who interact with agencies over the Web are satisfied with their experiences

For more information, visit the original article here.

Could Community Managers be the key to excellent customer service?

A Community Manager is one that motivates, educates and connects with your audience online. These individuals must possess stellar communication skills and they must be properly educated on your company’s service or product. So how does the community manager differ from a customer relationship manager or a marketing manager? Many companies are asking the same question. Customerthink.com writes,that if you want to ensure that your customer experience extends beyond the store to the conversation online, then hiring a community manager (or team) to manage your online customer experience should be a priority for any organization.

How does your organization use community managers in your customer outreach?

Learn more: Fire Your Marketing Manager & Hire A Community Manager

Let us know on Twitter @customerworld

Verizon Asks Less of Their Customers and More from Their Technology

Join Judith K. Ferrell, Group Manager, Verizon Online Support & Customer Service, for her presentation, “The Art of Personalization in Online Support: Verizon Asks Less of Their Customers and More from Their Technology” at Customer UNinterrupted at 2:20pm on Monday, October 25th.

Learn how to improve your customer’s self-service experience through personalization. Take the work away from your customers and make technology do the work for you! Know who your customer is and provide support that is specific to their products and services. We know a lot about our customers – let’s use this
knowledge to simplify their self-service experience and raise customer satisfaction.

‘ Learn the steps to achieve personalization in support
‘ Learn the tools used for personalized self-service
‘ Learn how to create a seamless customer experience
‘ Learn how to measure your success

We hope to see you in Orlando
!

Save $300! Register for Customer UNinterrputed by Friday, August 13!

Should all companies that have customer support issues be on Twitter?

ConversationAgent.com researched larger companies that are using Twitter for customer service and relationship management. Blogger Valeria Maltoni writes that during the vetting process she looked at three distinct factors:

1. answering customer questions in real time — in other words, they have the support of the organization to be problem solvers, and not just to point to policies and disclaimers
2. thinking about customers first — which means, navigating the line between company rules and customer needs with skill. It will come as a shocker to many of you, putting a “customers first” tagline is a tiny step if you don’t walk the talk
3. orienting customers on what the account is about — often you can tell the level of thoughtfulness from the bio alone

The top companies using Twitter include: JetBlue, SouthWestAir, Comcastcares with nine more making the cut. We encourage you to read the post for more information.

But interestingly, Maltoni asks if its even important for customer support to be on Twitter? Can traditional customer support survive with the influx of social media? Maltoni asks if the data and understanding of the customers on Twitter actually help the organizations understand the customers that aren’t on Twitter. Do you think that data would stand?

T-Mobile returns to top for customer care

CNET.com reports that the mobile phone provider, T-Mobile had taken the top customer care spot for J.D. Power & Associates among the US mobile carriers. According to the report, T-Mobile garnered a score of 777 points out of a possible 1,000. AT&T came in second place with 757 points, Verizon Wireless was third with 749 points, and Sprint Nextel brought up the rear with 734 pints. J.D Power did not survey U.S. Cellular or any of the regional carriers. Released twice a year, the wireless customer care study is based on feedback from subscribers who have contacted their carriers during the last six months. For the latest results, J.D. Power surveyed 9,690 customers.

What has attributed to T-Mobile’s success at the top for customer satisfaction? As customer service professionals know, it goes beyond just a friendly voice at the other end of the call. So what’s T-Mobile’s secret? We’d like to hear your thoughts.