Cheryl Hanna

Can Facebook emotionally manipulate customer service?

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was...

Do consumers who spend more get better service?

While we are all taught to make our customers our priority in business, do we as a rule offer the same service to the...

Budget cuts for the IRS result in unreliable customer service

Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts...

Maintaining customer loyalty in an impersonal digital world

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer...

How to help call center representatives improve customer service

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product...

Making it easier for customers to be right

Customers aren’t always right, but outstanding customer service representatives who can say yes to correct service issues are more likely to garner support and...

Bad customer experiences make customer service mistakes harder to forgive

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong...

Getting what you pay for: How Amazon’s membership fee retains customer loyalty

Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with...

Increasing customer service popularity with Facebook

Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of...

How we worship our satisfied customers

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as...

Customer satisfaction for retailers at all time high

For the third year in a row, customer satisfaction in the retail trade for the United States is at an all time industry high,...

Be an ‘Undercover Boss’ to help employees please customers

If you have ever tuned into the CBS show “Undercover Boss” where owners and corporate executives work undercover to examine their own companies, it...

Ease up on customer service demands during inclement weather

Whether it be hurricanes, blizzards, fogs, or floods, inclement weather has its own way of leading an otherwise civilized society into moments of rage...

How to act like an adult when you need customer support

Maybe your medical insurance didn't pay for a service you thought should have been covered or that manufacturer's guarantee should have included repairing the...

Beware of the fine print in Terms of Service before you complain online

John and Jennifer Palmer of Layton, Utah are suing an online retailer over a $3,500 charge assessed to them by KlearGear.com, a Grandville, Mich....

The golden rules of customer loyalty

It's well recognized amongst all business owners that it cost more money to find new customers than to keep the customers we already have...

Brick and mortar stores can still outdo Amazon with ‘Amazon Can’t Do That’

In a study titled "Amazon Can't Do That" polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD...

The top remedies to quell ‘customer rage’

In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose...

Service with a snarl: What to look for and how to avoid it

No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition...

Customer service sparkles with romance at St. Augustine specialty boutique

While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it's clearly evident the diapered...

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