Don’t you hope for many customer service experiences that you just won’t forget? I have one. My husband’s phone died and I took it in for a new battery. The phone was so old that batteries for that model were no longer available. I panicked (for my husband) as his contact information might not be retrievable, leading to a difficult and time consuming task of recreating. The sales rep., Brian, said he would keep thinking and would call me. A…..

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Last week was National Customer Service week. Ironically, I had a doozy last week with a rental car. Three GPS devices I was given were defective or issued originally from airports and could not be programmed by local offices. They made me continue to run to various locations for replacements as my trip continued, adding three stops and several hours of time on my part. One office even suggested I might want to go to the major airport (42 miles…..

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End of summer is here! Hope all your vacation adventures provided you with fun and a customer service experience you can give a 5-star rating to! This blog is on vacation for the next two weeks gearing up for a PR campaign to promote National Customer Service Week in October. Join the fun. Make plans now for your own version of how you will celebrate and honor the customers your organization serves, not only during the first week in October…..

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So when a water delivery does not show up on the date it was scheduled for, you call them, correct? First the customer service rep spent two minutes repeatedly telling me that their system showed that it was delivered. I started to get a frustrated voice pitch that I really have to continue to justify to the rep on the other end that obviously it got delivered to a wrong address. “Let me just explain. If I was trying to…..

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In my experience, the lion’s share of phone encounters with a majority of companies is frustrating, ridiculously time-consuming and frequently ends in unsatisfactory results. However, it is an unexpected treat when the call is efficient, pleasant and “case is closed” by the time you end the call in a reasonable time frame. Here is where I recently went wrong. As I was told during a call, a brief survey would follow at the end if I wanted to comment on…..

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When is the last time you received a hand-written thank you from a purchase you made? And I quote: “Thank you for giving us the opportunity to serve you.  We appreciate your business and the confidence you have in our store and our line of vacuum cleaners. Thank you. Pat C.” Now I know why they have been in business for over 40 years. They started out as a sewing machine retailer but the household demand dried up. They artfully…..

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All I could say was “Now that is what I am talking about!”. It was to myself but out loud and animated. I had the best experience that I have ever had at a fast food drive-thru. Here is what made it great. She opened with asking my name and called me by name frequently throughout our brief relationship. Remember, it is only a voice forming the courtship and she made me feel like it would surely lead to a…..

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Happily giving back on July 22nd. Libraries across the country, in particular in small towns like where I grew up in Maine, are having hefty budget cuts that require skillful creativity to sustain operations. Reading is a basic skill that children need to succeed. Everyone deserves access to resources that promote reading. Support your town library!

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