Tag: customer care
How Service Apologies Backfire
If an apology is observably insincere, what’s the point? Politicians, celebrities, and athletes are often taken to task for pro forma or grudging apologies that don’t express true remorse, take responsibility, show recognition of the... Continue reading
Who Defines Your Service Rules?
According to an old Swahili proverb: “When the elephants fight, it’s the grass that suffers.” That’s certainly true in organizations where executives have ongoing disagreements. Whether the situation involves explicit, pitched battles, or covert, passive-aggressive... Continue reading
Want to Give Good Service? You Need to Stay a Step Ahead
On Sunday morning, Daughter and I went to a local diner where the food is always good, but the service is often iffy. Our waitress had been somewhat unhelpful in the past, so I studied... Continue readingDon’t Paper Over the Reality of Customer Experience
You’ve probably seen that embarrassing Seinfield episode (weren’t they all?) when Elaine is in a public restroom and realizes that there’s no toilet paper in her stall. If this has ever happened to you, it... Continue reading
Don’t You Want the Benefit of the Benefit of the Doubt?
I hate to be in default or in the wrong, or to create a problem for someone. So I was quite distressed when I was scolded by a client’s administrator -- not someone I usually... Continue readingHow Customer Service Can Neglect Customer Care
When it comes to customer experience, the height of efficiency can take you to a low of satisfaction. Here are two recent personal observations: the first from a small, local eatery during the recent, challenging... Continue reading
This Is How Service Efficiency Wins Out Over Customer Comfort
Efficiency and comfort can sometimes be at odds. This divergence is often exacerbated by new technology, particularly in the service industry. Combine the drive for efficiency with technology and customers’ feelings about service providers --... Continue reading
How a Restaurant Disappoints When Service Is Not on the Menu
When does self-service become a barrier rather than a boon? Back at JFK again recently, I returned to Due Amici, hungry for lunch. Now that I knew the drill for ordering off the iPad at... Continue reading