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Something You Should Know about Customer Service

Unlocking The Mystery Of Customer Service

June 15, 2010

 

Interview with Tony Hsieh, author of the book Delivering Happiness: A Path to Profits, Passion, and Purpose

 

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Mike Carruthers:
People complain a lot about the lack of customer service so why don’t more businesses pay attention to it?

 

Tony Hsieh:
I think it’s because the pay off is probably usually 2 or 3 years down the lines so it’s more just about weighing what’s going to benefit the bottom line in the short term versus the long term.
 
Tony Hsieh

Do You Have The "It" Factor?

 June 4, 2010

 

Interview with Mark Wiskup, author of the book The It Factor: Be the One People Like, Listen to, and Remember

 

Mike Carruthers:
Do you have the "it" factor?

 

Mark Wiskup:
The "it" factor is the rare ability to connect with anyone you meet for any reason - whether you know them for five seconds or whether you've known them for five years.

 
Mark Wiskup

Excellent Customer Service

May 6, 2010

 

Interview with Micah Solomon, author of the book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

 

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Mike Carruthers:
Excellent customer service – since it’s so rare you might not be aware of it’s 4 major elements.

 

Micah Solomon:
Which is a perfect product delivered by a caring person. And the third element, because things do go wrong is some kind of resolution process.
 
Micah Solomon

Micah Solomon, author of the book Exceptional Service, Exceptional Profit…

 

Why Consumers Don't Trust Businesses

May 5, 2010

 

Interview with Michael Maslansky, author of the book The Language of Trust: Selling Ideas in a World of Skeptics

 

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Mike Carruthers:
As consumers we’re skeptical of businesses and organizations and we have good reason

 

Michael Maslansky:
We can all point to a big company, whether it’s our cable company or our telephone company where we feel like we’ve been screwed. And so there’s just not a lot of trust out there and it makes communicating that much more difficult.
 
Michael Maslansky

Why Little Things Really Matter

March 23, 2010

 

Interview with Tom Peters, author of the book The Little Big Things

 

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Mike Carruthers:
Let’s say you go into a restaurant and the food is good but the bathroom’s kind of gross. Will you remember the food and forget the bathroom?

 

Tom Peters:
The way human memory works you’re going to forget about the croissant and you’re going to remember the bathroom and you’re going to tell 10 friends. The truth of the matter is we remember the little stuff.
 
Tom Peters

How Consumers Get Ripped Off

December 28, 2009

 

Interview with Bob Sullivan, author of the book Stop Getting Ripped Off: Why Consumers Get Screwed, and How You Can Always Get a Fair Deal

 

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Mike Carruthers:
People make mistakes but if it’s with your bank account prepare to get punished.

 

Bob Sullivan:
One in three Americans was hit with an overdraft fee last year; people were charged $39 for a transgression that amounted to 10 or 15 bucks.
Bob Sullivan

 

How Consumers Get Ripped Off - Part 2

December 29, 2009

 

Interview with Bob Sullivan, author of the book Stop Getting Ripped Off: Why Consumers Get Screwed, and How You Can Always Get a Fair Deal

 

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Mike Carruthers:
One of the reasons consumers get into trouble with money is that many of them don’t really understand it.

 

Bob Sullivan:
I think a lot of folks are familiar with the fact that we have a hidden illiteracy problem in America, far more adults than you would realize can’t read. But an even larger number of people can’t add or subtract.
Bob Sullivan

 

Car Care Advice To Save Money

December 1, 2009  
 
Interview with Lauren Fix, author of the book Lauren Fix's Guide to Loving Your Car: Everything You Need to Know to Take Charge of Your Car and Get On with Your Life 
 
  __________________
 
Mike Carruthers:
If you’ll be driving your car in colder weather this winter you might want to check your battery.
   
Lauren Fix:
Batteries tend to wear down during the winter so in the colder climates, that battery that may have struggled a little bit during the summer, will probably die in the colder temperatures.
Lauren Fix

 

Customer Service In A Bad Economy

October 22, 2009

Interview with Terry Vavra, author of the book Loyalty Myths: Hyped Strategies That Will Put You Out of Businessand Proven Tactics That Really Work

 

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Mike Carruthers:
Customer service, like so many other things, has taken a real hit because of the bad economy. Some interesting research on the Internet shows that…


Terry Vavra:
The typical U.S. company today probably has 50 to 100 times more negative word of mouth posted about it than positive.
Terry Vavra

 

When You've Been Wronged & You Know You're Right

September 25,2009

Interview with Ron Burley author of Unscrewed: The Consumer's Guide to Getting What You Paid For

 

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Mike Carruthers:
Rule number one to get what you want when a company's done you wrong, is to not scream and yell.

 

Ron Burley:
If you scream and yell you marginalize yourself, you allow them to write you off as a crazy.
Ron Burley

 

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