Business has migrated to online meetings to solve problems, stay connected and keep work going. But so many of these virtual encounters can be fraught with disaster.
There is something magical about the human voice that can’t be replicated in an email or text. At a time of physical distancing, the phone is making a come back. Here are some tips to make the most of reaching out and touching someone.
When the chips are down, people want to help but they don't know how. Taking cues from SMART strategic planning, this blog post offers some practical advice on how to deliver SMART support to colleagues and others facing personal or professional crises.
A trip to try to correct a mistake in my Social Security files revealed customer service at its worst and all that is wrong with the government these days—a government that seems to be inefficient, mean, and certainly not “for the people.” In fact, everything about my experience screamed in defiance of at least four of Wainger Group’s Cardinal Rules of Customer Service.
Why it that companies have forgotten that effective communications is the bedrock of great customer service? Poor communication can turn a loyal, happy customer into an enemy.
Today was the day I had dreaded for some time. I had to clear up a bunch of issues with several big companies—Lowes, Comcast, Verizon, and KitchenAid. And now with phone calls completed, I’m looking back on a day of exhausting, frustrating, and dehumanizing experiences
Walking into the office of a real estate services firm recently, we were met, not by a receptionist, but by the “Director of First Impressions.” And the woman in that job lived up to her title, warmly greeting us and making us feel welcome and upbeat for our meeting.
In this day of impersonal “press 1 for more options” customer service, PNC Bank really does stand out. They’ve made it a competitive advantage to provide the best in service – and they really do. I switched banks about six months ago because I got tired of the unfriendly treatment I got at the big, global bank I had been with for nearly 20 years.
A few weeks ago, this blog highlighted some terrific customer service experiences, a rarity these days. Rudeness, inefficiency and callousness seem to be the norm in the relationships between companies and the people who buy and use their products and services. One of the places where customer service can be particularly bad is the doctor’s office and medical facilities where one would expect it to be otherwise.