Track The Time Blog » Customer Service http://www.trackthetime.com A blog about time tracking applications from the developers and designers at Minuteglass Wed, 28 Jul 2010 20:47:06 +0000 en hourly 1 http://wordpress.org/?v=3.0 Why Email Starts Fights! http://www.trackthetime.com/customer-service/why-email-starts-fights http://www.trackthetime.com/customer-service/why-email-starts-fights#comments Fri, 06 Mar 2009 03:20:43 +0000 Chris Tingom http://www.trackthetime.com/customer-service/why-email-starts-fights Here’s an excellent reminder to say important things in person or over the phone. This video (3 min long) tells you why.

Only 7% of what we say is conveyed through words, the rest (broken out below) is voice inflection and visual cues.

  • 38% Tone
  • 55% Visual
  • 7% Words
]]> http://www.trackthetime.com/customer-service/why-email-starts-fights/feed 2 Customer Service Starts with the CEO http://www.trackthetime.com/customer-service/customer-service-starts-with-the-ceo http://www.trackthetime.com/customer-service/customer-service-starts-with-the-ceo#comments Sun, 01 Jul 2007 01:20:45 +0000 Chris Tingom http://www.trackthetime.com/customer-service/customer-service-starts-with-the-ceo I’ve realized something important today that I’ve known for a long time, but never really stopped to think about. Customer service starts with the founder of a company. The head honcho. The big cheese is really where it starts and ends. If the CEO of a company doesn’t care, neither will the employees.

Customer service begins at the top

I went over to The Men’s Wearhouse today, and purchased a suit. A really nice suit. I spent over $500 and walked out of there feeling like a new man. The manager of the store helped me through the process and his entire staff was behind him to help me find the best matching clothes without asking.

The manager helped me pick out a nice navy blue suit which fits perfectly. While I was changing out of the suit, one of the other staff members picked out a series of matching shirts and ties. They had asked if I was interested, and I said I was. The whole team pulled together to make me look great, and it showed. Over 6 staff members assisted me during my brief visit (less than 30 minutes). It’s magical.

On the radio for years I’ve heard the famous catch phrase “You’re gonna love the way you look, I guarantee it” which is uttered by the company founder, George Zimmer. It’s true. Customer service really does begin at the top.

How this applies to personal productivity

Happy customers return, and really happy customers tell their friends. A business grows based on the service you provide and allows your company to grow, raise prices, and be the one people tell stories about.

I’m more inspired to tackle customer service again. I feel like we have okay customer service, but sometimes it can be rocky (not because we don’t care, but because we often get too busy to spend the time that great customer service requires).

Success is largely about keeping your promises

That’s how Seth Godin defines success and I think it also summarizes what it means to be good at customer service.

More reading on customer service:

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