Articles posted by service

Janet is a long-time, frequent patron of a restaurant we’ll call The Pancake Table, a highly-rated breakfast and lunch establishment that has several locations in Chicago. Janet and her family dined at The Pancake Table last Sunday morning. Since it was Father’s Day, Janet picked up the bill. The next day, Janet reviewed her bank

Meet Janet, one of your most loyal customers. She’s been dining at your restaurant for over a decade, and thinks the service at the particular location she frequents is superb. She has told many of her friends how much she enjoys dining with you and offers her friends food recommendations.  Janet was on vacation and

It is 8:44PM on a Friday night in Carlsbad, California. One of your employees, Chris Martinez, noticed a major issue with a new shipment. The barcode is properly displaying the correct shipment, but the goods delivered are completely wrong. As this is a major restocking shipment, there is obviously a serious shipping systems issue, and

Retail establishments are well-known targets for theft. Items are often small, stores often large, and cameras and personnel can only cover so much ground. But what happens when the theft comes from inside? The unfortunate reality is that a significant portion of retail inventory shrinkage emanates from internal theft – employees removing product without having

Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. This feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Multi-channel customer service and support, which includes the increasingly important social media platforms, often creates significant challenges for companies as they must retrieve,

Customer dissatisfaction may seem like a purely negative situation on the surface, but in reality, these customers can often turn into your greatest supporters if handled effectively. A good example of a loss-leader, your customer recovery team must not be afraid to go above and beyond to enthusiastically satisfy customers who have previously been disappointed

How can an organization prepare for an event that is most often unanticipated? Is it productive to assume that such dire events will come to pass, regardless of how well things are going in the present? To what extent will resources we expend now precipitate undesirable events in the future? Preparation is the key to

Social media engagement has increased exponentially over the last decade. From sports and weather to shopping and restaurants, people discuss every aspect of their lives over social media in 2015. Though much of this data holds limited value to most businesses, some of it is absolutely vital. Insight into customer feedback, customer engagement, and the