Customers of the World Database
Customer Experience stories from around the world
Search the database for customized topics:
- General Advice
- Customer Issues
- Repeat customers
- Online operations
- Growth
- Communications
- Customer Satisfaction
- Customer Loyalty
- Building Relationships
- Questions to ask yourself
- Employee Experience
- Marketing
- Product Development
- Customer Experience
- Customer Interactions
- New Customers
- Business Operations
- Complaints
- Customer Retention
- Front line employees
- Business Development
- Operations
If No One Is There To Answer, Did The Phone Ring?
If a tree falls and no one is there to hear it, did it make a sound? If no one is answering a customer service phone line, did a customer actually call?
Stay in touch
The holiday shipping season is always a bit difficult and this past one had additional layers of complications. However, most customers understand that this is the world we are now living in.
It was great until
To suddenly cut off communication with a customer says one of two things – that either your front line employees are terrible with customers or that management doesn’t support the front line employees to do the right thing. Usually, it’s the second one.
We offer so much
What more could customers want? Well, customer service, for one.
Upfront or underhanded?
When it comes to pricing, don’t be shady. Be honest. Be upfront.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
Customer Retention 101
How do you know that you wouldn’t react in the same way? Who are you to tell someone their concerns aren’t valid? How do you feel when someone tells you that your own worries aren’t valid?
Keep calm and carry on
Treat even your toughest customers with respect; assume they are doing the best they can in the moment.
Not your fault, not your problem? Think again.
When a customer places an order online and receives a damaged item, who do they hold responsible?
Forest for the trees
Any customer interaction or purchase is not merely about a sale, instead, it’s laying the groundwork for potential future sales.
Don’t make things difficult
Never put your customers in the position of trying to figure out what is true. It isn’t their job.
HIPAA laws?
Disagreements happen, and the customer isn’t always right, but they can be treated with respect as you get to the bottom of an issue.