Tag Archive | "customer service"

Poverty Sucks! How to Become a Self-Made Millionaire

Author’s Bio : Aimee Elizabeth was a broke and homeless teenage girl, a throwaway kid at age fifteen. Poverty stricken and malnourished, Aimee barely managed to finish high school. Aimee was never in foster care, received no government or charitable assistance, nor did she receive any money from family or friends. Just lots of low [...]

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MyClean.com: Clean House with the Click of a Mouse

MyClean.com: Clean House with the Click of a Mouse

From Idea to Fruition Living in New York City and working in the finance world, one group of friends, including Michael Russell unsuccessfully searched for a quality cleaning service to tackle the mess in their Murray Hill apartments. After plowing through a long list of cleaning services, and never being satisfied with their experience, Russell [...]

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Back Office 5.12. Customer Support

Back Office 5.12. Customer Support

Customer support is a very specialized communications fulfillment function that involves fielding customer questions, complaints, and inquiries. Customer support services require a much more intimate working knowledge of your services or products than telephone reception. Why would you require customer support? You are selling a product to many customers―you need a customer support service to [...]

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Back Office 5.1. What is a Virtual Back Office?

Back Office 5.1. What is a Virtual Back Office?

So, why outsource your back office? Isn’t it easier just to do it yourself? Hire other people? The answer is both yes and no. In many ways, it is simpler to do it yourself, but it requires a huge amount of work even at the very beginning of your venture. If you can’t do all [...]

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One more reason Starbuck’s is in trouble

One more reason Starbuck’s is in trouble

The brand is only as good as the people who represent it. This afternoon as I sat banging away at my increasingly unreadable keyboard while enjoying some overcaffeinated coffee confection at Starbucks, I was treated to a Starbucks job interview at the next table. Now, I’ve been charting in this blog all the MBA tricks [...]

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Customer service as branding nightmare: when Panda Express employees pull out their switchblades

Customer service as branding nightmare: when Panda Express employees pull out their switchblades

I guess Panda Express will be replacing their panda bear mascots,Tom Tom and Eddie, with Tim Tom and Kevin, no? Because I’m yet again putting the finishing touches on my customer service bestseller (yes, you will buy the book and you will buy many copies), I have dozens of loose leaf notebooks filled with customer [...]

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The Roundup August 4

The Roundup August 4

Lean management, but customer service sucks more than ever. When will the MBA wonks running this operation ever get a clue? Starbucks is flailing about trying everything under the sun except for improving customer service. Starbucks Corp. built its business as the anti-fast-food joint. Now, the recession and growing competition are forcing the coffeehouse giant [...]

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The Roundup July 17

The Roundup July 17

If the Senate can have clowns, why can’t Treasury have a cartoonist? If you don’t have a sense of humor about these things, they’re not funny. The Treasury Department is scrapping plans to hire a cartoonist to lighten the mood of its employees who manage the nation’s $1.2 trillion debt, after a senator questioned its [...]

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Who’s afraid of the big bad tweet?

Who’s afraid of the big bad tweet?

Godzilla is afraid. This blog eschews politics like a magotty bone jealously guarded by a killer pit bull. So we really aren’t going to wade into the murk of the clearly rigged election results in Iran (really, if you’re going to steal an election, 50.1% wins the election just as well as a clearly contrived [...]

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In which I add a real head-slapper to my customer service collection!

I have been assembling material for my customer service books for years now. I have — I’m not joking — seven three-ring binders full of customer service encounters both good and bad. I am, if such a distinction is an honor, the world’s most prolific collector of customer service experiences. As you can imagine, I [...]

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The Panera Paradox: Don’t you want my money?

My customer service book is now in the polishing and fine-tuning stage. While the publication date is still well into the future (sorry, I’m not in control of that), I thought I’d start passing around some tasty little morsels culled from my upcoming opus. I’ll readily admit that the title, The Ten Commandments of Customer [...]

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How Starbucks can win back its customers

Starbucks yesterday started a much-heralded, big dollar advertising campaign taking square aim at McDonalds and McCafe. If you haven’t heard the news, yet, McDonalds has become Starbucks number one competitor for the coffee-fix market and their newly launched McCafe’s are meant to go head-to-head with the whole Starbucks concept. In advertising as in politics, it [...]

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