Tag Archives: customer issue management

10 Eye-Opening Quotes About the Importance of Customer Service

Customer service is a tough, but important, gig. In a NewVoiceMedia survey, 49% of respondents said they have switched to a different business as a result of poor customer service.

Every year, poor customer service costs businesses billions of dollars. In 2016, they lost a total of $62 billion to be exact. Customer service is extremely important, and these quotes help to explain why.

10 Eye-Opening Customer Service Quotes

  1. Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.
    Chip Bell
  1. In the world of Internet customer service, it’s important to remember your competitor is only one mouse click away.
    Doug Warner
  1. Kind words can be short and easy to speak, but their echoes are truly endless.
    Mother Teresa
  1. Customer service represents the heart of a brand in the hearts of its customers.
    Kate Nasser
  1. Quality is remembered long after the price is forgotten.
    Dale Carnegie
  1. Customer service shouldn’t just be a department, it should be the entire company.
    Tony Hsieh
  1. There is a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’.
    Shep Hyken
  1. It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
    Henry Ford
  1. Although your customers won’t love you if you give bad service, your competitors will.
    Kate Zabriskie
  1. Courteous treatment will make a customer a walking advertisement.
    James Cash Penney

Customer Service Appreciation Week: How Are You Doing?

 

 

This week is Customer Service Appreciation week and as we all know, customer service can be one of the toughest jobs there is. Dealing with difficult customers and solving problems day after day can be exhausting, but it can also be a rewarding challenge when done correctly. And with studies showing that customer experience will overtake price and product as key brand differentiators in as little as three years, now is the time, more than ever, to make sure your customer service is the best it can be.

But where do you start? You probably have a lot of blind spots when it comes to assessing your own customer service level, because you may see the good intentions behind it instead of the actual results. Plus, customer service can be easy to write off as something you’ll eventually get around to improving when you have the time. But in a time when almost 90% of consumers say they would pay more for a better customer experience, optimizing customer service should be a priority, not an afterthought.

Like most things in business, customer service should have a process — one that is well designed, adaptable, and proven time after time. Falling into the trap of keeping up the same customer service habits you’ve always had, whether they are good or bad, can keep you from realizing the full potential of your customer service department and the positive effect it could have for your company. Sometimes, it’s best to have an outside perspective to shed some light on the potential blind spots you may have.

Check out this quick and practical self-assessment guide from The Art of Service to take a closer look at how your customer service is actually doing. This is just an excerpt from the full guide, but it will help you develop a clear picture of areas that you may be blind to right now, and implement evidence-based strategies that align with your overall goals!

And to all our customer service reps out there — thank you for doing what you do! Your work can often be underappreciated and undervalued, but it continues to play an integral role in how a company relates to its consumers and subsequently, the success of the company overall.

The Business Case for Automating Stress Out of Your CSRs’ Lives

 

 

We all know the feeling. It’s certainly happened to me on more than one occasion.

There you are watching television, flipping through a magazine or checking your online news feed when, suddenly, you come across an urgent message about … [cue loud, menacing music] … THE DANGERS OF STRESS.

Naturally, processing this bit of “helpful” information only makes you more stressed out about how often you’re needlessly stressing out. A slice of deliciously cruel irony if there ever was one.

But let’s be honest: When put in perspective, the stressors of the average person are fairly trivial. Most of us live in general equanimity compared to, say, what a typical Customer Service Representative (CSR) contends with on a daily basis. It’s not a coincidence that the average turnover rate for CSRs in the U.S. is 33% — nearly doublewhat the average turnover rate is among all professions.

These statistics are not lost on today’s forward-thinking companies.

As business leaders shift their focus to more value-added strategies such as customer experience improvement, the link between CSR burnout and business profitability has become painfully clear. After all, it costs a lot of money to find, hire and train new employees. The question is, can anything significant really be done about a department that’s long been synonymous with high-stress and high-turnover rates?

When looking at how order processing automation fits into a customer service environment, the answer appears to be a resounding “Yes.”

Chronic stress & customer service

Although stress can be a positive and motivating force in small doses, the long-term activation of the body’s stress-response system opens the door to some pretty serious health issues: It can alter mood, memory and sleeping patterns; it can contribute to headaches, heart disease, and musculoskeletal disorders; and, it can even affect how a person’s genes express themselves!

Unfortunately for many CSRs, prolonged exposure to stress is all in a day’s work. When they’re not fielding calls from needy customers, CSRs can be found performing the mind-numbing task of hand-entering order data into their department’s ERP system or hunting down a lost document. And, when a mistake is made and the arrows of blame start to fly, you can bet that the biggest targets hang on the backs of CSRs.

These types of stressors are so prevalent in environments that rely on manual and paper-based processes that they’re often just accepted as “part of the deal.” Thankfully, more businesses are waking up to the fact that this is not a sound strategy.

A stressed-out CSR team ultimately leads to larger issues. The big two being:

  1. Higher turnover rates. Included in this is the cost of:
    • Hiring and onboarding a new person
    • Lost productivity in getting new person up to speed
    • Training over a period of 1-3 years, typically
    • Cultural impacts due to constant staff “cycling”
  2. Lower customer satisfaction. Included in this is the cost of:
    • Increasing resources to quell customer contentions
    • Poor customer experience scores; potential loss of existing customers
    • Damaged reputation preventing new business opportunities

Now, I know what you may be thinking: How can automation — something that’s often feared by CSRs as a job replacer — be the key to reducing their tension and avoiding the subsequent fallout? It’s all about equipping them with the right tools to succeed …

4 stress-busting benefits of order processing automation

Too many managers make life harder for their CSRs by setting them up for failure. If a banana was the only tool a team of carpenters had to pound nails with, it’s fair to say that frustration and cynicism would soon follow. The right tools can make all the difference.

Below are the four biggest stress-busting benefits automation offers CSRs:

  1. It reduces repetitive and emotional encounters with customers.
    All of us can picture a helpless CSR being berated by an angry customer over the phone. As stressful as that is, having to manage routine, repeated requests also plays a big role in CSR burnout. It’s key to remember why these interactions are happening in the first place — a customer’s expectations were not met, or, the customer had no other means of performing the desired action. Automated solutions defuse these potentially combustible situations by allowing companies to offer their customers a self-service portal to place orders, track orders and even log disputes. Should a customer want to clarify an issue or ask a question directly, a built-in chat tool enables real-time communication with a CSR. Bottom line:Customers are far less likely to reach for the phone when they’re afforded transparency and control into their orders. That’s a recipe for happier CSRs, happier customers and a healthier bottom line.
  2. It relieves CSRs of unnecessary blame.
    Whether it’s their manager or a customer doing the finger-pointing, being a magnet for blame is huge stressor for CSRs. But humans make mistakes. If manual data entry is part of processing a customer order, at some point, errors are going to occur. It’s the process — not the person — that’s broken. Once again, automation provides a simple and intuitive fix. Machine learning technology embedded in the solution ensures that all the relevant data on an incoming order is extracted and analyzed, regardless of how the order arrived (e.g., EDI, fax, email, etc.). The data is then automatically processed or presented to the CSR for validation and uploaded in the ERP system. Bottom line: Automation eliminates manual data entry — the main source of order processing errors. This relieves CSRs of their burden of blame while avoiding the inevitable downstream costs of righting any wrongs.
  3. It helps CSRs be more organized and proactive.
    Most CSRs would love to get ahead of potential issues and showcase initiative. However, with no centralized system to view and manage all of the orders coming into and out their company on any given day, their hands are often tied. If order volumes spike unexpectedly or a priority customer’s document needs to be retrieved ASAP, the CSR is left scrambling. Here’s the beauty of automated order processing: Best-in-class solutions are equipped with customizable dashboards that display live, visual analytics to help CSRs strategize their day. Whether it’s seeing how many priority orders to validate or even managing open customer issues, CSRs can finally say goodbye to the endless cycle of backlogs and boondoggles. Bottom line: Dashboards empower CSRs, and empowered CSRs are a very low-stress and high-reward investment for any company.
  4. It creates an environment of purpose, fulfillment and upward mobility.
    Career uncertainty is also a major stressor for CSRs, as they can often feel trapped in the daily minutia of performing thankless, low-value tasks. With no clear path for professional growth in sight, their performance inevitably suffers, as does the overall customer experience. Order processing automation addresses this by relieving CSRs from traditional administrative duties so they can perform tasks that are more critical to the business and have greater potential for career-pathing. What’s more, managers can track KPIs in the dashboard to reward those CSRs who are going above and beyond. Bottom line: CSRs who receive recognition and serve a strategic purpose almost always perform better at their jobs and have a lower rate of turnover.

Workplace stress is a serious health issue that we’ve all experienced in varying degrees. And while measures like exercise, meditation and self-affirmation techniques can be employed at an individual level, in specific cases (i.e., CSRs), a more holistic solution is needed. What sets order processing automation apart is its ability to go beyond simply treating the symptoms of CSR stress and actually address the underlying root causes.

So, to all the businesses stressing out over how to solve their customer service problems, relax. Take a deep breath. It’s nothing a little automation can’t solve.

Embracing Digital Transformation

 

The global marketplace across industries is rapidly becoming more and more complex. Technology is enabling swift momentum in the economy and, like it or not, it’s here to stay. Contrary to the viewpoint of many legacy organizations, technology is intended to make people’s lives easier and more efficient. With so many apps and programs, many organizations find the hardest step is knowing where to start.

Put the customer first.

Companies have seen the most rapid and immediate financial gains by putting customer experience at the forefront of their digital transformation strategy. Design your strategy to give the customer what they want. This often includes:

  • A user-friendly, straightforward interface personalized for their needs
  • Self-service options for quick and easy access to information
  • 24/7 availability and mobile flexibility
  • Proactive engagement from vendors

Why does it matter?

Change can be hard — no one said kicking-off a customer experience initiative that centers on digital transformation would be easy. But here are cold-hard facts to give that extra push:

  • $84 billion is lost annually by American businesses due to mismanaged customer interactions
  • 67% of customer churn is preventable if the customer issue is resolved at the first engagement
  • By 2020, customer experience will overtake price and product as the key brand differentiator

How do you get there?

Successful digital transformations happen with transparent collaboration, thoughtful planning and diverse stakeholder input. We’ve compiled our ideas on this topic in the white paper: Aligning People, Process & Technology: An Action Plan for Customer Service Excellence.

Be sure to share your thoughts below in the comments section!

  1. 2011 Global Customer Service Barometer: Market Comparison of Findings, (2011). Echo Research.
  2. ThinkJar annual survey and associated ThinkJar research, 2016
  3. Walker Information

Look What You Make Organizations Do, Automation

On Friday, Taylor Swift dropped a music video for her newest song “Look What You Made Me Do.” Whether or not you like her or the song, you can’t deny its current success — it’s broken records for the most viewed YouTube video in the first 24 hours, racking up more than 40 million views.

The song seems to hit back at less-than-friendly media coverage she’s experienced recently, talking about how she was forced to get smarter and “harder”. She’s had to adapt, just like companies in competitive landscapes where they must evolve to survive.

One way businesses evolve is by implementing robotic process automation solution. When utilizing a best-in-class solution, it requires them to evaluate and improve their processes. It makes them better.

Look what you did, automation

“Esker has made everything much more efficient. We don’t have any of the problems we were having before.” – Piedmont Behavioral Healthcare

“Now, all we have to do is snap our fingers to find an archived invoice. Esker’s mobile invoice application has made approvals so much easier for our managers. No one at CARSO will ever go back to how it used to be!” – CARSO Group

“You can always tell you’ve made a good decision when it becomes integral to your daily operation.” – NationsBank

What automation helps companies do

Organizations leveraging an automation solution find themselves becoming:

  • Faster
    From quicker processing with electronic documentation to speedy customer follow-up, everything moves faster when you have the right solution in place.
  • Accurate
    Machine learning and other intelligent technologies help ensure that data is accurately extracted from documents every time.
  • Customer focused
    When staff is bogged down by manual tasks, the customer experience suffers. An automation solution frees them up to focus on more important things, like your customers.
  • Less wasteful
    Rather than printing documents and relying on paper and related materials (like toner), an electronic solution cuts the crap — minimizing waste as well as soft and hard costs.
  • Compliant
    With the transfer of business documents now highly regulated, automation allows companies to meet compliance requirements whether they’re doing business in the U.S. or overseas.
  • Integrated
    Rather than using multiple systems that can’t communicate, the right solution will integrate with existing infrastructure and unify process workflow rather than fragmenting it.

Whether it’s evaluating their process, making a plan for improvement, or creating a more effective process, automation makes organizations do a lot of [good] things. What has it helped your company do?

How to Start Building a Successful Customer Experience Program

By the year 2020, customer experience will overtake price and quality as the key brand differentiator. In other words, brands that don’t work on improving their customer experience will be left behind.

Customer experience is more than a trend or buzzword — it will play a pivotal role in the future of marketing and has an insightful ability to predict where a company will be 5-10 years down the line. What should you be doing, if anything to prepare for this change?

First, what is customer experience?

On a basic level, customer experience (CX) refers to how a customer perceives their interactions with your company. How does your customer feel at every touchpoint they have with you, from marketing to sales to support? CX is ultimately defined by the consumer, which means businesses need to actively adapt and set themselves up to exceed expectations.

Should you be investing in this?

Joe Hanousek, Esker’s Customer Experience Manager, believes that every company needs to be tracking their customer touchpoints and working towards continually improving that process. He often says that: “Seventy percent of senior executives in companies believe that CX is important. In my opinion, the other 30 percent shouldn’t be executives.” So much of the B2B focus is on lead generation instead of improving customer experience, although most people are well aware that it is less expensive to keep existing customers than it is to acquire new ones. Companies mistakenly start looking into customer experience as a last resort once they’re suffering, but customer experience is best as a proactive approach, taken when business is growing versus lagging behind. The graph below shows just how valuable an investment in improving customer experience could be.

How do you begin?

If you’re just getting ready to work on improving customer experience, aim for C-level sponsorship. It won’t go very far unless there are people at the top behind it, so do the research you need to convince someone to back you up. Most executives are aware of the importance of CX, but still aren’t taking active steps to improve upon it. If you haven’t already started in a few years, it’ll be too late.

Next, be sure you’re ready to invest a significant amount of time and human resources into building a solid customer experience program. At Esker, the process took a full year to go from conception to having a Customer Experience manager and a team in place. It’s a good idea to have at least one person fully devoted to customer experience and multiple people from different departments committed to being a part of the CX improvement process; otherwise, CX can easily become a task that is swept away on an already busy to-do list. This will also depend on executive buy-in, as far as whether the need to have a customer experience manager or team is understood.

Finally, it is important to communicate the goals of the customer experience program throughout the organizationEveryone should be on board and kept up to date. As Joe puts it: “It’s not C-Level people or managers that make customer experience better — it’s the staff working directly with them.” Educate, train and update all those who interact with customers at any level on what needs to be done to improve those important touchpoints.

The beginning stages of our customer experience journey.

Joe’s biggest recommendation for those starting to work in CX? Change your perspective. “It is not an area for problem customers to go to, but rather a way to prevent customers from ever having the problem in the first place,” he explained. As staff focus on offering solutions to immediate problems, the CX team should be looking into why those problems happened in the first place, and if there is anything that could be done to fix that.

Customer experience goes beyond customer satisfaction or happiness. A successful customer experience program will work to prevent problems before they arise, delighting your clients past the point of mere satisfaction. CX has become more of a trend in the past two years, but it is definitely here to stay for the long haul. If you have any questions about the process we went through to build our customer experience program at Esker, or about customer experience in general, leave a comment below and we will respond to you!

10 Eye-Opening Quotes About the Importance of Customer Service

 

  1. Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.
    Chip Bell
  1. In the world of Internet customer service, it’s important to remember your competitor is only one mouse click away.
    Doug Warner
  1. Kind words can be short and easy to speak, but their echoes are truly endless.
    Mother Teresa
  1. Customer service represents the heart of a brand in the hearts of its customers.
    Kate Nasser
  1. Quality is remembered long after the price is forgotten.
    Dale Carnegie
  1. Customer service shouldn’t just be a department, it should be the entire company.
    Tony Hsieh
  1. There is a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’.
    Shep Hyken
  1. It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
    Henry Ford
  1. Although your customers won’t love you if you give bad service, your competitors will.
    Kate Zabriskie
  1. Courteous treatment will make a customer a walking advertisement.
    James Cash Penney

[Infographic] A Brief History of Payment Methods

We are excited to share a blog post from SlimPay today. This post features an infographic on the history of payment methods that evolved alongside civilizations.

The Business Case for Automating Stress Out of Your CSRs’ Lives

We all know the feeling. It’s certainly happened to me on more than one occasion.

There you are watching television, flipping through a magazine or checking your online news feed when, suddenly, you come across an urgent message about … [cue loud, menacing music] … THE DANGERS OF STRESS.

Naturally, processing this bit of “helpful” information only makes you more stressed out about how often you’re needlessly stressing out. A slice of deliciously cruel irony if there ever was one.

But let’s be honest: When put in perspective, the stressors of the average person are fairly trivial. Most of us live in general equanimity compared to, say, what a typical Customer Service Representative (CSR) contends with on a daily basis. It’s not a coincidence that the average turnover rate for CSRs in the U.S. is 33% — nearly double what the average turnover rate is among all professions.

These statistics are not lost on today’s forward-thinking companies.

As business leaders shift their focus to more value-added strategies such as customer experience improvement, the link between CSR burnout and business profitability has become painfully clear. After all, it costs a lot of money to find, hire and train new employees. The question is, can anything significant really be done about a department that’s long been synonymous with high-stress and high-turnover rates?

When looking at how order processing automation fits into a customer service environment, the answer appears to be a resounding “Yes.”

Chronic stress & customer service

Although stress can be a positive and motivating force in small doses, the long-term activation of the body’s stress-response system opens the door to some pretty serious health issues: It can alter mood, memory and sleeping patterns; it can contribute to headaches, heart disease, and musculoskeletal disorders; and, it can even affect how a person’s genes express themselves!

Unfortunately for many CSRs, prolonged exposure to stress is all in a day’s work. When they’re not fielding calls from needy customers, CSRs can be found performing the mind-numbing task of hand-entering order data into their department’s ERP system or hunting down a lost document. And, when a mistake is made and the arrows of blame start to fly, you can bet that the biggest targets hang on the backs of CSRs.

These types of stressors are so prevalent in environments that rely on manual and paper-based processes that they’re often just accepted as “part of the deal.” Thankfully, more businesses are waking up to the fact that this is not a sound strategy.

A stressed-out CSR team ultimately leads to larger issues. The big two being:

  1. Higher turnover rates. Included in this is the cost of:
    • Hiring and onboarding a new person
    • Lost productivity in getting new person up to speed
    • Training over a period of 1-3 years, typically
    • Cultural impacts due to constant staff “cycling”
  2. Lower customer satisfaction. Included in this is the cost of:
    • Increasing resources to quell customer contentions
    • Poor customer experience scores; potential loss of existing customers
    • Damaged reputation preventing new business opportunities

Now, I know what you may be thinking: How can automation — something that’s often feared by CSRs as a job replacer — be the key to reducing their tension and avoiding the subsequent fallout? It’s all about equipping them with the right tools to succeed …

4 stress-busting benefits of order processing automation

Too many managers make life harder for their CSRs by setting them up for failure. If a banana was the only tool a team of carpenters had to pound nails with, it’s fair to say that frustration and cynicism would soon follow. The right tools can make all the difference.

Below are the four biggest stress-busting benefits automation offers CSRs:

  1. It reduces repetitive and emotional encounters with customers.
    All of us can picture a helpless CSR being berated by an angry customer over the phone. As stressful as that is, having to manage routine, repeated requests also plays a big role in CSR burnout. It’s key to remember why these interactions are happening in the first place — a customer’s expectations were not met, or, the customer had no other means of performing the desired action. Automated solutions defuse these potentially combustible situations by allowing companies to offer their customers a self-service portal to place orders, track orders and even log disputes. Should a customer want to clarify an issue or ask a question directly, a built-in chat tool enables real-time communication with a CSR. Bottom line: Customers are far less likely to reach for the phone when they’re afforded transparency and control into their orders. That’s a recipe for happier CSRs, happier customers and a healthier bottom line.
  2. It relieves CSRs of unnecessary blame.
    Whether it’s their manager or a customer doing the finger-pointing, being a magnet for blame is huge stressor for CSRs. But humans make mistakes. If manual data entry is part of processing a customer order, at some point, errors are going to occur. It’s the process — not the person — that’s broken. Once again, automation provides a simple and intuitive fix. Machine learning technology embedded in the solution ensures that all the relevant data on an incoming order is extracted and analyzed, regardless of how the order arrived (e.g., EDI, fax, email, etc.). The data is then automatically processed or presented to the CSR for validation and uploaded in the ERP system. Bottom line: Automation eliminates manual data entry — the main source of order processing errors. This relieves CSRs of their burden of blame while avoiding the inevitable downstream costs of righting any wrongs.
  3. It helps CSRs be more organized and proactive.
    Most CSRs would love to get ahead of potential issues and showcase initiative. However, with no centralized system to view and manage all of the orders coming into and out their company on any given day, their hands are often tied. If order volumes spike unexpectedly or a priority customer’s document needs to be retrieved ASAP, the CSR is left scrambling. Here’s the beauty of automated order processing: Best-in-class solutions are equipped with customizable dashboards that display live, visual analytics to help CSRs strategize their day. Whether it’s seeing how many priority orders to validate or even managing open customer issues, CSRs can finally say goodbye to the endless cycle of backlogs and boondoggles. Bottom line: Dashboards empower CSRs, and empowered CSRs are a very low-stress and high-reward investment for any company.
  4. It creates an environment of purpose, fulfillment and upward mobility.
    Career uncertainty is also a major stressor for CSRs, as they can often feel trapped in the daily minutia of performing thankless, low-value tasks. With no clear path for professional growth in sight, their performance inevitably suffers, as does the overall customer experience. Order processing automation addresses this by relieving CSRs from traditional administrative duties so they can perform tasks that are more critical to the business and have greater potential for career-pathing. What’s more, managers can track KPIs in the dashboard to reward those CSRs who are going above and beyond. Bottom line: CSRs who receive recognition and serve a strategic purpose almost always perform better at their jobs and have a lower rate of turnover.

Workplace stress is a serious health issue that we’ve all experienced in varying degrees. And while measures like exercise, meditation and self-affirmation techniques can be employed at an individual level, in specific cases (i.e., CSRs), a more holistic solution is needed. What sets order processing automation apart is its ability to go beyond simply treating the symptoms of CSR stress and actually address the underlying root causes.

So, to all the businesses stressing out over how to solve their customer service problems, relax. Take a deep breath. It’s nothing a little automation can’t solve.

Are You Sabotaging Your Company’s Customer Service?

 

 

If there’s one business aspect that most organizations understand the importance of but don’t spend enough time improving, it’s customer service.

Since my first home-buying experience last year, I have experienced more poor customer service than I could have ever predicted. From smaller instances of companies not responding to requests for information to extremely frustrating occurrences of workers simply not showing when scheduled. Every time left me wondering “do they really not need the business?”

Many companies seem to believe that a single bad customer experience only impacts business with that company or person. Nothing could be further from the truth. The impact of poor customer service is like an iceberg in that it is far greater than what you see at first. Not only do unhappy customers end up going elsewhere with their business, but most report their mishaps to other potential customers — causing companies greater loss of potential revenue.

Biggest Customer Service Blunders

Taking a pro-active approach to customer service is the best way to ensure customer happiness and business prosperity. If your customer service department displays any of the following behaviors, it’s time to rethink the way you do business and the people you hire to communicate with customers.

  • Failure to follow up
    When a customer is waiting to hear back from you, don’t make them wait or contact you again to get the information they are looking for. Follow up early and often to remain in good standing with customers. They’ll appreciate the effort you are making to communicate with them.
  • Lack of flexibility
    You expect your customers to be understanding and flexible when something adverse happens on your side of business dealings, so you should be the same in your dealings with them. That’s not to say you should cater to outlandish needs, but being flexible shows that you value their business — an important component to great customer service.
  • Unfriendly communications
    One of the worst things a company can do when dealing with customers is to not be friendly. In a time where customer service experiences (both good and bad) quickly go viral, companies should know that the best thing they can do to improve customer service is to treat customers with kindness. There are a lot of other businesses they can choose to go to, so don’t think for a second that they won’t go elsewhere after even one poor experience.
  • “Don’t care” demeanor
    Going hand-in-hand with non-friendly communications is the “don’t care” demeanor. It’s human nature to want to feel accepted and valued — make sure your customers feel that way when working with them. Businesses like Zappos have this concept down-pat and, for that reason, receive huge amounts of one of the most trusted types of marketing: word of mouth. After all, in the words of Peter Shankman, “customer service isn’t about telling people how awesome you are, it’s about creating stories that do the talking for you.”

Don’t let poor customer service sink your company. Begin evaluating your customer service efforts and building a plan for improvement. And remember: “Your most unhappy customers are your greatest source of learning” (Bill Gates).