Comments on: The Top 5 Customer Service Mistakes Companies Make http://dennissnowblog.com/commentary/the-top-5-customer-service-mistakes-companies-make/ Dennis Snow Blog Wed, 28 Dec 2011 18:27:26 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Denise O'Berry http://dennissnowblog.com/commentary/the-top-5-customer-service-mistakes-companies-make/#comment-37 Denise O'Berry Wed, 26 Nov 2008 16:14:14 +0000 http://dennissnowblog.com/?p=65#comment-37 These are so true. And one thing that can help a business stand out in these trying times is great customer service. More companies should try it. A colleague of mine had a really good customer experience just the other day. You can read about it here http://www.allbusiness.com/11699408-1.html These are so true. And one thing that can help a business stand out in these trying times is great customer service. More companies should try it. A colleague of mine had a really good customer experience just the other day. You can read about it here http://www.allbusiness.com/11699408-1.html

]]> By: David Kreiman http://dennissnowblog.com/commentary/the-top-5-customer-service-mistakes-companies-make/#comment-38 David Kreiman Wed, 26 Nov 2008 14:52:45 +0000 http://dennissnowblog.com/?p=65#comment-38 It's amazing that # 4 is overlooked so much. Even though we instituted a Predictive Index model into our hiring procedures, we never incorporated a customer service aspect to our training for new bank tellers we hired. In fairness, the role of a teller has become so incredibly fraught with operational and compliance and regulatory issues, that new tellers could literally spend 2 solid weeks reading about these issues. When I finally gained some authority over that part of the bank, the first thing I did was to create a one hour customer service program along with an ongoing, monitored effort based on 4 very simple principles. While we are not near perfect yet, it has made a big difference/impact, and incorporating adherence to the principles with quarterly compensation has cvertainly helped as well. Do not overlook #4! It’s amazing that # 4 is overlooked so much. Even though we instituted a Predictive Index model into our hiring procedures, we never incorporated a customer service aspect to our training for new bank tellers we hired.

In fairness, the role of a teller has become so incredibly fraught with operational and compliance and regulatory issues, that new tellers could literally spend 2 solid weeks reading about these issues.

When I finally gained some authority over that part of the bank, the first thing I did was to create a one hour customer service program along with an ongoing, monitored effort based on 4 very simple principles.

While we are not near perfect yet, it has made a big difference/impact, and incorporating adherence to the principles with quarterly compensation has cvertainly helped as well.

Do not overlook #4!

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