Excuses Are Not A Customer Service Policy

Published By Ben Shute On Friday, December 18th 2009. Under Best Practice, Customer Service, Policy, customer experience  Tags: , ,   
Excuses Are Not A Customer Service Policy
On the weekend I caught up with friends for breakfast at a local café. They had turned up earlier than me and already ordered. I sat down and ordered a coffee, and then had a look at the menu. It was from here that an almost comedic service routine started. I ... Continue Reading

Seizing a Sales Opportunity

Published By Ben Shute On Saturday, December 5th 2009. Under Best Practice, Customer Service, Online Business Niche, Online Sales Channels, Sales, Upselling, customer experience  Tags: , , , ,   
Seizing a Sales Opportunity
Yesterday I was shopping for my wife's birthday present, and was at the counter when I was asked if I had a Myer One card. I can't count the number of times I've been asked this question - it's the stock standard one that all Myer staff are required to ... Continue Reading

Extend The Experience, Don’t Just Duplicate

Published By Ben Shute On Sunday, October 25th 2009. Under Best Practice, Customer Service, Online Reputation, customer experience  Tags: , , , , , ,   
Extend The Experience, Don’t Just Duplicate
If you are one of the many businesses that have decided to create an online sales channel, there is a good chance that you are already operating a bricks and mortar business. If you do, you need to make sure that your online experience extends your business and doesn't just ... Continue Reading

Real Social Networking

Published By Ben Shute On Monday, September 7th 2009. Under Best Practice, Customer Service, Online Reputation, Social Networking  Tags: , , ,   
Real Social Networking
Every Saturday morning I take my son to his swimming lessons, which is truly one of the highlights of my week. My wife has deemed these weekend classes "dad soup", because it seems this is the day when all the fathers are around to jump in the pool. Last weekend, I ... Continue Reading

4 Lessons In Customer Service

Published By Ben Shute On Tuesday, August 25th 2009. Under Best Practice, Customer Service, Online Reputation  Tags: , , , ,   
4 Lessons In Customer Service
Those that have been following some of my tweets during the last week will know that I have been searching for a new laptop. On top of this, I've also upgraded my broadband, making this a week where I have dealt with my fair share of sales people and customer ... Continue Reading