J.C. Penney will not survive for very long because of the following 3 reasons. First, a retailer cannot lose as many customers as they have and expect to win them back anytime soon.
Tag Archives | Customer Service
This story is making the rounds on Facebook. Regardless of the validity of the story it shows how much customer service staff are in the line of fire for events that they did not cause.
Gone are the times when it didn’t matter so much if a few customers got upset or had issues.
I am reminded of this so often in business and life, yet we all seem to forget the lesson. On Friday I went to a store to purchase an item of a significant sum. There was only the shop demo item available. I asked if they could detach the item from the shelf and if I could purchase it.
Having worked in retail for years and having the importance of good customer service being drilled into me I found it satisfying and very disappointing when I went on a shopping trip with my wife to look at things we will need for our baby.
Ok – a strange title for an article however an important statistic to remember. Especially if you have the desire to become the best at what you do and shine above your competition.
Why do buyers often introduce ‘irritants’ like arranging for your competitors to be visiting them just before or after you so you pass in reception, or saying they just had a comparative quote 10% lower than yours?
‘You’re a dumb b*$#@%d’ one of your best customers yells down the phone. Your stomach churns, you get that sinking feeling and …
Twenty years ago, we used to say that if a customer had a bad experience with a company, they would tell ten people.
Complaining is negative personal branding: you help create your own negative image by whining. Yessirree. This also means that positive branding occurs when you are shining the white feathery light of upliftiness.