Category Archives for Customer Service

Customize your customer service

If you’ve ever had anything custom-made, you can relate to how satisfying the experience can be.  Whether it’s a new house, a tailor-made shirt, or even a special sandwich, getting exactly what you ordered is gratifying. That’s why I think we should rename customer service to “custom service.”  Every customer contact should involve custom care […]

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Customers feast on great service

How much would you pay for an egg?  Fifty cents?  Two dollars?   How about $6,000? That’s how much it cost one restaurant in Newport Beach which refused to honor a customer’s request.  Not through legal action, or any formal process.  Rather, it represents the lost business that eatery suffered – because of one egg. […]

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Knowing Something About Your Customer Is Just As Important As Knowing Everything About Your Product

  Knowing something about your customer is just as important as knowing everything about your product. Take politicians, for example. A politician will support your proposition only as long as it is politically popular or uncommonly rewarding. That isn’t to say that pols are any less honest or reliable than the rest of us. It’s just […]

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Customer Service: The Digital Retread

One of the exciting things about the Internet is you can sometimes find provocative ideas coming from unfamiliar information sources. At, one such posting appeared in October 2010. The author is Guy Stephens, founder of the LinkedIn group Where Social Media Meets Customer Service. Beyond this identification, I have no idea who Guy Stephens […]

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Knowing Something About Your Customer Is Just As Important As Knowing Your Product

  On a national sports radio program recently, the two talk show hosts were discussing star quarterback Peyton Manning and the enormous impact he is having in his new football home, Denver.  They mentioned that Manning had already learned the entire playbook, but even more interesting was the fact that he learned the names of […]

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