Category Archives: Customer Service

One of the focal points of this blog… Customer Service. The reasons why some experiences are wonderful, while others are horrible. In either case, they’re memorable.

No Refund/ No Exchange pic

How to give a refund, even you don’t think you should

3 Day Blinds 20% Off banner

Have you ever had a customer demand a refund on the 29th day, after the purchase, demanding a refund… and you have a 30-day refund policy? Has one of your most difficult clients asked for a full refund after going through your program, claiming it wasn’t worth the money? How do you handle these types of situations? Unfortunately, there’s no app for that!

Newsletter signup gift box

Difficult customers come and come, again. Hopefully, they are a very

small percentage of your customer or client base. When customers and clients ask for a refund, it sometimes seems like a slap in the face, right? It’s like they’re saying, “You’re not good enough.” or “Your services stink!”

Don’t take this too harshly. There’s an old saying that goes, “Kill them with kindness.” Simply put… don’t get on their level of frustration and meanness. These types of people are often the same ones who almost always find something wrong with their food, customer service, etc. They almost always want a discount of some kind.

Unfortunately, these people don’t walk around with signs on their chest saying, “I’m about to do my best to make you miserable and work your butt off to please me!

CONTINUE READING

Advertisements

Cruising Customer Service

My husband, Mike, treated me to a Mother’s Day/ early Anniversary cruise to Freeport and Nassau, Grand Bahamas…YAY! We had a wonderful time on the Carnival Sensation, and on each of the islands. Much better than the cruise we took last year to Nassau. Last year we cruised with Royal Caribbean. The only part of the cruise with Royal Caribbean that was better than the cruise on Carnival, was that we stopped for a day on Coco Cay Island, which is privately owned by Royal Caribbean. On Coco Cay, you get a great lunch buffet , plenty of fun in the sun and fairly-priced souvenir shops and great drinks!

(Neither of these gents is my husband. In fact, I didn’t realize they thought I was taking a picture of them! Lol)

However, the Carnival Sensation had Royal Caribbean beat, hands down, in customer service! Mike and I are used to the room attendants addressing the passengers by first name. The dining room and guest services wait staff and crew members do as well. But, when I called to order room service, for the first time, I must say that I got a true welcoming feeling when the lady, taking my order, addressed me by name, too! I told my Mike, “How cool? She just addressed me by name!.” Mike was so impressed, he insisted on placing the room service order the next night. Lol

The only “oops” I experienced during the entire 5-day cruise was a bit of a doozy. The next morning, i put the room service tray on the floor, in the hall outside of the cabin, as we’re supposed to. Well, apparently the other passengers had already put their room service trays out, much earlier, while I didn’t put ours out until a little after 10am, as I was leaving the room to get some coffee. As I was walking down the hall near our cabin, a crew member was bending down to put up our room service tray and muttered, “… Americanas!” in what I believe was French. Instead of losing my temper, I kindly ignored the hasty comment and said, “Thank you,” with a big smile. I wasn’t about to get into it with him and dampen my mood. I was enjoying the awesomeness of the entire trip, and “one monkey don’t stop no show!” Lol Plus, I knew there would be an opportunity to tell Carnival about this incident later.

CLICK HERE TO CONTINUE READING

Customer Service – Comcast is a Great Example

Comcast is in the news, yet again, for its deplorable customer service. But, this customer may be laughing all the way to the bank. After your read the article about Conal O’Rourke, the poor customer service, and the lawsuit, I want to hear your input. Do you feel Mr. O’Rourke or Comcast should come out the victor in this case?

CLICK HERE FOR THE AUDIO AND VIDEO VERSION. PLEASE SUBSCRIBE TO OUR CHANNELS. THANKS!

Comcast Customer Service Reps
                          Customer Service – Comcast is a Great Example

My opinion on Comcast, after being a customer for 10+ years, is that they have a very unfriendly attitude toward customers as if to say, “But where else can you go?” It’s no wonder to me that they have so many high profile customer service complaints.

Yes, they have the fastest internet service (I am still anxiously awaiting Google Fiber to come into my area, although Comcast is making leaps and bounds in an attempt to stay in front of Google). And, yes, Comcast provides great telephone and cable service, compared to the satellite companies in our area. But, does this give them the right to shrug off providing good customer service?

I say, with every cell in my body, and with great disgust “NO!” The last, but very important part of providing good customer service (because, apparently great is not in their service description) is billing. Comcast made a whopping $2 billion profit in the 2nd quarter of 2014. You might think that Comcast could afford a top-notch accounting system that would minimize, if not eliminate, the over-billing they are too well-known for.

Conal O’Rourke’s case is based on just that… over-billing, not just once or twice, but on a continuous basis for over a year! What in the world was Comcast thinking? I’m not sure how much discretion each of their Customer Service Reps have, but wouldn’t you think that, after about two or three months, one of them Reps would bring this issue to a supervisor or someone who could finally resolve the issue? I would!

      >>>>>>>> CLICK HERE TO CONTINUE READING AND FOR THE AUDIO AND VIDEO VERSIONS <<<<<<<<

What Do Home Decor, Personal Development and Customer Service Have In Common?

Home decor, personal development and customer service all have one thing in common… YOU! Yep… you are the common denominator between these three elements. Seems like a stretch? Well, if you follow this blog (and if you don’t, why not), you know that we talk about transforming your home environment into a space that you absolutely love right? Sort of like your piece of heaven on Earth 🙂

We also talk about different areas of your life you may want to improve in, but are not sure exactly how to start. Although there are many more pieces to the puzzle, we’re going to stay along the lines of how home decor and personal development both tie in to customer service. Not just customer service as it relates to exchanging money for a product or service, but how you treat each and every person you come in contact with. For further insight on this, I urge you to go back and read the blog post, “Customer Service… a 3-Way Deal

So let’s talk about each of these elements of your life and how they relate to each other and you:

Home Decor

So, you’re not sure exactly how your home decor is affecting your mood? Everything from the paint colors to the shape of your mirror, havesome type of affect on you. Do you walk up to your mirror and say to yourself, “This mirror puts me in a funk!”? Probably not, but subconsciously, it may, and you don’t even realize it.

I’m sure you’ve heard about how colors have a big affect on our mood, right? If not, I strongly urge you to go back and read my blog post, “Bring Out Your Colorful Character” In that post, we cover a few different colors and what they may say about your personality. But, if you’re space is not designed in these colors, or variants of them, then guess what… your space isn’t representing you to the fullest!

CLICK HERE TO CONTINUE READING AND FOR THE AUDIO AND VIDEO VERSIONS

Customer Service Is Your Business

The customer experience is ultimately what we all should be focused on. Yes, the bottom line is important, but without a positive customer interaction and reaction (i.e. selling your products or services), honestly, there’s no point in calling yourself a business.

What sparked the idea of writing about this topic, is while watching a Bar Rescue marathon, the one common factor I noticed with each bar, was the horrible customer service they each delivered. I mean people being serviced martinis in plastic cups without any vermouthSERIOUSLY?!

Bad vs Good Customer Service
From TheDealCutters’ “Customer Service” Pinterest board

Or what about the store clerk who politely, told a customer that she’d have to find the product herself because, “I’m the only one here and I’ve really gotta finish this. I’m sorry.” She was making more coffee. I felt bad for the customer, but was glad the employee was making more coffee.

Alright, serving a martini in a plastic cup… nothing else needs to be said except DON’T DO THAT! But, was the store clerk right in her response? Like I said, she was very polite. I’ve been in that situation before and I know it’s not easy but, I think the better response would have been, “If you can give me just a minute, I’d be more than happy to help you.” I think the customer would have been fine with that. Instead she left the store in a huff.

Businesses that operate 100% online have it a little bit harder than their competition in a physical location. Primarily because there are so many online businesses to choose from, offering the same type of product or service. According to Forrester Research, “45% of U.S. consumers will abandon an online transaction if their questions or concerns are not addressed quickly.”

The primary reason for this is that, there are so many online businesses offering the same products and services, consumers have, literally, thousands of companies to choose from. There are many reasons that result in the average of 80% “shopping cart abandonment” has nothing to do with your products or services. This reason is simply… no relationship. If the consumer doesn’t know you, will probably never see in person or have any type of relationship with you, there really is no obligation to stay and shop with you.

Be a smarter online shopper! Each week our TDC Online Shopping Digest gives you awesome information to make your online shopping experience even better. Click here to start your free subscription today!

CLICK HERE TO READ THE ENTIRE BLOG POST AND HERE THE AUDIO VERSION. PLEASE SUBSCRIBE TO OUR SOUNDCLOUD AND YOU TUBE CHANNELS. THANK YOU!

How To Handle An Outrageous Customer Service Experience

Outrageous is the best word I could think of, to describe this particular customer service experience. Unfortunately, I had to witness this interaction. Fortunately, it wasn’t toward me! But, even so, I was truly disturbed by the offender, but equally proud of the employee who the verbal assault was aimed at.

Anger Management quote

So, what exactly happened? While stopping to grab some coffee for myself, and a snack for my husband, Mike, I was waiting for another customer to be helped at the counter. As usual, I was listening to my music, through my earbuds, but not too loud, so if anybody spoke to me, I could hear them over my music.

I saw and heard, what seemed like offensive words and body language, and turned my music completely off. The first clear words I heard were, “Does it look like I’m laughing?! I don’t see or hear anything funny!”. The customer was irate about something, so I listened, intently, trying to figure out what happened.

The young man behind the counter had a smirk on his face, so I figured some sort of joke or comment was made that set this hostile interaction in motion. The customer continued by saying, “Man, you acting like a little bitch right now!” Before I could think, I said, “Whoa! Whoa! What the…?” I didn’t need the play-by-play details to know the customer had gone way overboard! If he was that upset by the clerk, it was time to call in the Manager. At the very least, he should have let the other clerk complete his transaction.

I left out of the store and listened to my music for a minute, to pull myself together. Upon re-entering the store, the rude customer held the door for me. I held my tongue, and gave him a short, “Thank you.” When I walked in, the two clerks behind the counter were giggling, as if what had happened was somehow amusing.

Click here to read the entire blog post and to hear the audio version of this blog post

Happy New Year!

It seems like just yesterday that we were texting and calling Happy New Year to friends and family, and saying “bye” to 2014. The days are just rolling in to one another, making a week seem like just a couple of days. Seems like we don’t have a full 24 hours in a day any more. What’s the deal with that?!

Well, I don’t know about you, but I’m determined to make and get the most out of each day… every day. There are routines I can’t get around, like working and resting, but with my other waking hours, I strive to be as productive as possible.

Thankfully, our bread-and-butter business affords me about 11 hours per day to think and “study”. I mean, what else can you do while you’re holding the steering wheel, right? Lol

I listen to a lot of podcasts… I mean A LOT! I’ve listened to 600+ hours on Stitcher alone. That’s not counting the many, many hours of YouTube videos I was watching before I found Stitcher. Now, I’ve also started listening to iHeart Radio. So much content and info, but so little time to take it all in, let alone implement what you’ve just learned.

Infozine signup banner

2014 was my first year in the online marketing world. I actually didn’t even realize I was a marketer until around June, so I’ve had a solid what… six months to try and figure it out? I didn’t even know this blog was a marketing piece, or at least it’s supposed to be, I’m told. I’ve been blogging since late 2013. I was just talking and try to find some light-hearted people to “kick it” with. I’m still learning, but loving it!

Click here to read the entire blog post and to listen to the audio version of this blog

Are you there yet?

Have you reached your happy place yet? I’m talking about a natural state of bliss. Are your mind, body and spirit in the most optimal place possible? If you say, “Yes!” let’s talk about it. I want you to share exactly what you did to get there and what you do to stay there. Many people strive to be like you… I want to grow up and be like you! Lol

If you answered, “No,” what’s stunting your growth? What exactly is holding you back from reaching your happy place? Mind, body or spirit… where are you coming up short? This blog is about personal development and how it relates to customer service. The goal is to help you get to your happy place… and stay there.

Don’t get me wrong. I know that every moment of every day is not going to be a happy-go-lucky type of day. We all have our down days. The objective is to not stay there too long. And to know how to get back up and keep moving in the right direction. But, if you don’t know how to get the wheels turning… well, that’s where we come in 🙂

inspiration, personal development

As I’ve stated many times, I am a Christian. As I’ve also stated, this has been a life-long journey for me since long before I gave my life back to Christ. If I wasn’t in my right state of mind, for whatever reason, the other side was the ugly alternative… OH NO! I’m talking about a nasty don’t-wear-your-feelings -on-your-shoulders attitude. My actions and responses were truly unpredictable. Oh, how I hated to be in that place!

Infozine registration form
     Receive FREE weekly tips and tools to make your life easier!

I didn’t know how to stay inside my head (or meditate). I didn’t realize how much dancing and roller skating helped me relieve so much stress and frustration. (Yes, I used to be in The Roxy from open to close! Lol) As I grew up, faster than necessary, I had to deal with way more than many of my friends. But, that was all due to the choices and decisions I made. That didn’t make it easier, or less of a burden, though.

 CLICK HERE TO READ THE REST OF THIS BLOG POST

Today Is a GREAT Day!

Yes, I think today is, and will continue to be, a GREAT day! What makes today so great? Well, it actually is just an ok day, but I’m determined to make it GREAT! Today started taking form, and was quite predictable, two days ago. On Friday, I took over driving at about 8:30pm in Pearl, Ms. I drove the last 379 miles home. After parking the truck and grabbing some breakfast, we arrived home at about 6am. Well, I am a morning person, so by time I finished unraveling, showering, etc., it was now about 7:20am. Guess what happens around that time? Good Morning sunshine!Lol

Our FREE weekly Infozine delivers Life Hacks >>> Online Tools >>> and MORE!  Click here to get started 

Well, with the sun coming up and my brain waves moving at 100 mph, thinking of what had to get done this weekend, I figured I’d get some work done before the 17 year old’s basketball game that we had to drive 1-1/2 hours to get to. I’m not tired, nor sleepy so let’s ‘Get ‘Er Done!”.We have to leave by 11:30 for the 1:30 game, so what can I get done in those four hours. I think about it, quickly move in to action and next thing you know, it’s time to roll out.

READ ENTIRE BLOG POST

Personal Development – The Spiritual Side, Part 3 of 3

Mind, body and spirit equals perfect wellness
Our mind, body and spirit must be in perfect alignment for us to live a well-balanced life.

This week we’ll discuss the spiritual side of personal development. This is the final post in a 3-part series and hopefully, will tie all the parts in for you. If you’re just seeing this blog post and have no idea what I’m talking about, I urge you to back track and read the first two blog posts in this series:

1. Personal Development – The Physical Side, Part 1 of 3

2. Personal Development – The Mental Side, Part 2 of 3

First, I need to make it perfectly clear that, although I am a Christian, when I say, “spiritual”, I am referring to whatever it is, that you subscribe to, that makes you move mountains. It may be religion. It may be a number of many other things. So, I’m referring to that thing. With that being said, if you are not at peace, or aligned with the spiritual side of your being, everything else in your life, mental and physical, will be off-center as well. Do you agree?

Click here and register to receive all the goodies we give away each week 100% SPAM FREE!

So, what does it take to develop your spiritual side? After doing a bit of research on the topic, I found an excerpt of a book that is based on exactly what I want to relay to you in this blog post. I recommend you read, “The Stages of Spiritual Growth,” by M. Scott Peck, M.D. and Abridged by Richard Schwartz. In this section of the book, it breaks down the stages of spiritual development. I will focus on the four main stages:

READ FULL POST