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Eric Jacques

Eric Jacques
Customer Excellence Blog
Customer Service Excellence Advocate -- working as a Client Satisfaction Manager

10 Tips to Successfully Outsource Customer Service

I'm not saying that companies should outsource their customer service operations. But, we have to admit that some do and will continue to...

Five Ways to Increase Customer Loyalty

We often speak of customer loyalty as the holy grail in customer service and marketing. But, does it really exist today? I really don't...

Do You Make These Mistakes When Looking for Customer Feedback?

So, you're the president, CEO or an executive in your company. You probably wonder now and again what your customers are thinking. ...

Getting to the Root of the Issue

When is a customer service issue not really the problem? When the root cause is elsewhere. Sometimes complaints about customer service aren't really an...

I Quit! Really!

I quit! Yes, I quit smoking a few days ago. After being a pack a day smoker for many years, I know that there...

The Rules of Response – Presentation

Last year, I posted " The Rules of Response". Since then, I've used it as the basis for discussion sessions with some of our customer...

Smiling – Not Just for Customer Service

I'm back after an extended absence due to a huge project at work. On with this post. We all know (or should) how important...

What do My Customers Want?

I'm sure that you've heard it, maybe even said it. What do my customers want? Sadly, it's a refrain that I hear often. I hear...

Do You Make Assumptions?

Well, I’m back. The last six weeks have been very interesting and I did a lot of work on a specific customer account...

Customer Service Delivery – What media?

The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?”  Unfortunately, I didn’t participate (my evenings are normally reserved as...

Why are customers leaving?

There are many reasons why customers leave, and usually it isn’t for only one reason. But have you asked yourself if your customer service is...

Customers, Companies and Social Media – Leveling the Playing Field

Customers don’t own the conversation. The only thing that social media has done is level the playing field. Companies are scared of social media because...

Speak Like a Human to Enhance Customer Service

Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect and humanity. Yet we often...

Definition of Customer Satisfaction – Redux and Mea Culpa

My last post Definition of Customer Satisfaction was syndicated on CustomerThink and led to a great discussion with Graham Hill. (He also blogs on...

Definition of Customer Satisfaction

Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there...

Use of Fear in Delivering Excellent Service?

A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!” In it, she discussed how people...

Customer Excellence by Using a Sincere Apology

There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client,...

Using Social Networks for Good

This is a bit different from what I usually post; please bear with me. I used to work for Nuance Communications, while I was there...

How to Listen to Your Customers

When dealing with customers, we all know that one of the most important skills is listening. But, do we know how to listen? We all...

Building Trust and Delivering Customer Service

I recently posted about <a href="http://ericjacques.org/2010/06/08/respect-for-and-by-customer-service/" target="_blank">Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way...

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