Customer Service Archives - Page 17 of 17

Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

The Naked Truth: Feedback Matters

The Builder and the Baker: Find the Cause, Cure the Crack

Strike It Rich

Transforming Ordinary Into Extraordinary

Thanks for Nothing!

To all the marketers, salespeople, corporations, SPAMers, advertisers, and vendors who contacted me this week I say to you now: THANKS FOR NOTHING! Actually, I should say, “No thank you!” for clogging my inbox with junk mail, SPAM, worthless advertising, and phony thank-you letters. But what I really want to say is, “You failed!” All that you’ve accomplished […]

The Secret Formula to Great Hold Messages

Admit it: You’ve called in to a call center sometime in the last month, and you’ve heard some variation of this fantastic hold message: “Thank you for calling. Your call is very important to us.” That sucks! I’ll admit it: That was our hold message, and it will be for a few more days while […]

5 Reasons You Should Ignore Your Mother

As I caught the pass and planted my feet I looked toward the basket. It was the championship game in what would be my last season of organized basketball. I was twelve. I may have been the worst player on the team but I loved the game and, thankfully, my coach always played me a […]

7 ways to leverage social media for your shop

Picking up where we left off 2 weeks ago (read 5 Reasons Your Shop Needs to Do Social Media), this week we’re sharing how your shop can get started using social media. I know what you’re thinking, it’s not worth my time, but here are a few stats that might convince you otherwise: Facebook is […]

Would YOU Do Business With YOU?

Last week I shared tips on whether to mystery shop and how to monitor your sales and service team’s phone calls. This week I’m going to give you a few of the things I listen for when reviewing calls with my team. This list is not exhaustive, and your actual mileage may vary. Each time […]

Make a Mistake, Make It Better

Face it: Mistakes happen. A LOT more than you’d like to admit. So how can you fix the mistakes and turn angry customers into customers who not only are satisfied but who will refer you business? Keep reading to learn about service recovery made very simple! Start by agreeing with your customer – Find something […]

Don't do this. Ever.

My brother-in-law and his family came to visit us in Charlotte, North Carolina and I decided to rent a minivan to schlep everyone around in. So I made a reservation at the Enterprise Rent-a-Car on South Boulevard. Although Enterprise offers pick-up service, I asked my wife to drive me over since it was on the […]

Help your customers understand the cost between repair and replacement

Special thanks to Eddie Symonds of Powertrain Products in Upper Marlboro, Maryland for submitting this tip! One of the things that my guys are trained to do is to actually help customers analyze the cost between the repair or the replacement of both engines and transmissions. Often in our industry, guys are afraid to help […]

When Is It OK To Let a Customer Go?

Here’s a great question from one of our loyal readers: I lost a customer yesterday because I would not put in writing and promise that the vehicle would be completed by Thursday. A saying that has always stuck with me in the five years of being in this business is “never over promise and under […]