Customer Service - A Sweet Essence

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.

We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling an additional item or an additional service subsequent to an initial sale, customer service is mainly concerned with customer care.

True customer service is synonymous with "ACCOMMODATION". When we sell a product or a service we accept the responsibility and the obligation to potentially provide our customers with a broad range of possible actions. These actions we define as customer service and may include necessary "ACCOMMODATIONS" to make the initial product or service reasonably useful in the way it was intended and in the way that it was marketed.

"Due to unusually heavy call volume our customer service agents are busy helping other customers. Your call is important to us. Please continue to hold? Please continue to hold? Please continue to hold?" No article on customer service would be complete without addressing automated telephone systems. We are all consumers. It does not matter what else we do, whether we are manufacturers or clerks or customer service agents. We should make ourselves available so that our customers can speak with us. Nothing beats face to face contact but the next best thing is a person's voice. Overall, I believe that automated phone systems may be the worst single tool ever invented for all of us as consumers.

There are a very few select companies whose systems serve us well by pointedly and quickly getting us fast service. But the vast majority of these automated telephone systems are nothing more than roadblocks to consumers. We have all been there and have been frustrated all too often. You might as well try to call the president of the United States.

WE, ALL OF US, ARE PUTTING EACH OTHER ON HOLD ON THE TELEPHONE LINE... !!!

Why not hire a live breathing caring human being who knows their job depends on their customer. This is not rocket science!

When was the last time that you received outstanding customer service? Did you feel like you wanted to do more business with that company? Did you like the people who were helping you? Right there is one of the most powerful forces in customer service - customer loyalty and retention. What else is there in business with such a sweet essence.

Biography: Since 1979 Jim Hoyle has owned and operated Lamp Manufacturer Factory Outlet. The company designs and manufactures truly unique lamps and acquires genuine antique vintage lamps through very special situations. They drop ship lamps worldwide for catalog companies, stores, designers, individual decorators and internet based companies of all kinds. Contact Jim at: junguljim@peoplepc.com or his company's website at http://www.hoylelamps.com

In The News:
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Monster-Breaks-Ground-State-Art/story.aspx%3Fguid%3D%257BF08520B0-37EE-491B-9132-C35E45511E19%257Dcid=1276872729ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHxcJISgsQxvrspYEF1LqYU0f8PqgMonster Breaks Ground on State-of-the-Art bCustomer Service/b b.../b/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr11 hours ago/nobr/fontbrfont size=-1today to officially break ground on Monster#39;s new state-of-the-art bcustomer service/b facility in Florence, South Carolina. Monster is the leading global b.../b/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://money.cnn.com/news/newsfeeds/articles/apwire/4441a8c9ea2380ed54979151847f36b2.htmcid=1276872729ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFxGFjKswYY_jGQSDZV2ytM64p9CgMonster Worldwide to open SC bcustomer/b center/a font size=-1 color=#6f6f6fnobrCNNMoney.com/nobr/font/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.bizjournals.com/boston/stories/2008/12/01/daily24.htmlcid=1276872729ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHQTShtJ5eQ51hvt-o5bGIerIvC1QMonster builds in the South/a font size=-1 color=#6f6f6fnobrBizjournals.com/nobr/font/fontbrfont class=p size=-1a class=p href=http://news.google.com/news?sourceid=navclientie=ISO-8859-1rls=GGLG,GGLG:2005-22,GGLG:enncl=1276872729hl=ennobrall 20 news articles/nobr/a/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Carolina-Call-Center-Delivers-Flexible/story.aspx%3Fguid%3D%257B20D84DA4-71A5-4069-80E7-FFDF47B4AA45%257Dcid=1276966419ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNEDEeiJ1YMYoTMYaXzOILWTvFAp5gCarolina Call Center Delivers Flexible bCustomer Service/b with Five9 b.../b/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr4 hours ago/nobr/fontbrfont size=-1A leading provider of bcustomer service/b to the education sector, Carolina Call Center delivers consultative support to parents, students, and educators b.../b/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Neocase-Software-Appoints-Julien-Dahan/story.aspx%3Fguid%3D%257BC2B47408-EF25-498C-809B-24CE79C56822%257Dcid=1276925164ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNGRvhSqVLTjnuh4-TrriKyNpwPgFgNeocase Software Appoints Julien Dahan Chief Executive Officer/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr7 hours ago/nobr/fontbrfont size=-1Neocase Software is a leading provider of bcustomer service/b solutions for shared bservice/b centers and bcustomer/b support operations. It empowers large global b.../b/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.bizjournals.com/cincinnati/stories/2008/12/01/daily26.htmlcid=1276911793ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNGlZWVtJ6EDeCGYhi7ysa_hSB8AdAConvergys wins FDIC bcustomer service/b subcontract/abrfont size=-1font color=#6f6f6fBizjournals.com,nbsp;NCfont size=-1 class=ima href=/a/fontnbsp;-/font nobr6 hours ago/nobr/fontbrfont size=-1Under the contract, awarded through contractor Apptis Inc., Convergys is handling bcustomer service/b calls to the FDIC’s help line, according to a news b.../b/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://call-center-software.tmcnet.com/topics/call-center-services/articles/46561-convergys-partners-with-apptis-provide-call-center-services.htmcid=1276911793ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHxVnEVwPv8FfnYdxMC2jfXMCjTKwConvergys Partners with Apptis to Provide Call Center bServices/b to FDIC/a font size=-1 color=#6f6f6fnobrTMCnet/nobr/font/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://newsticker.welt.de/index.php%3Fchannel%3Dfin%26module%3Dsmarthouse%26id%3D818033cid=1276911793ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNE9CPPb2h2MeHPRXSp8077IuoA_qAConvergys Provides Relationship Management Support to the FDIC/a font size=-1 color=#6f6f6fnobrWELT ONLINE/nobr/font/fontbrfont class=p size=-1a class=p href=http://news.google.com/news?sourceid=navclientie=ISO-8859-1rls=GGLG,GGLG:2005-22,GGLG:enncl=1276911793hl=ennobrall 27 news articles/nobr/a/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.signonsandiego.com/news/metro/20081202-9999-1m2mayor.htmlcid=1276800120ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFlm9BPJE4ve4CD9v_5_l8Hm-ukRgCouncil vote on bcustomer service/b centers causes consternation/abrfont size=-1font color=#6f6f6fSan Diego Union Tribune,nbsp;CAfont size=-1 class=ima href=/a/fontnbsp;-/font nobr17 hours ago/nobr/fontbrfont size=-1Yesterday, the council voted 5-3 to restore six bcustomer service/b centers, which offer residents a neighborhood stop to pay city bills or ask questions, b.../b/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.chicagotribune.com/news/opinion/letters/chi-081202bliss-briefs,0,2329748.storycid=0ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNGINJuLJSUFm_uvM53CJG3Bo2xx6gCTA lacks bcustomer service/b/abrfont size=-1font color=#6f6f6fChicago Tribune,nbsp;United Statesfont size=-1 class=ima href=/a/fontnbsp;-/font nobr4 hours ago/nobr/fontbrfont size=-1Before instituting a fare hike, perhaps the CTA could work on bcustomer service/b. On Monday night, I was on the #151 when it stopped at Sheridan and Foster to b.../b/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Intec-Appoints-Andrew-Meyler-VP/story.aspx%3Fguid%3D%257B1770A4B0-4968-486F-81E3-A50F7760E80E%257Dcid=1276529296ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNF4Mq73-pyV0vlDayYcbcm7p9iv3QIntec Appoints Andrew Meyler as VP bCustomer Services/b/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobrDec 1, 2008/nobr/fontbrfont size=-1The new bCustomer Services/b role at Intec will play a key part in delivering operational value, and help our customers respond to market challenges. b.../b/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/JetBlue-Add-Two-New-International/story.aspx%3Fguid%3D%257B0E99991B-1BEE-4EC3-A85A-EA43B330284A%257Dcid=1276932352ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHxokJqSTeKaRc-jJQMyOm9dmIsEgJetBlue to Add Two New International Routes from Fort Lauderdale/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr6 hours ago/nobr/fontbrfont size=-1The airline, best known for its award-winning in-flight experience and its commitment to bcustomer service/b, intends to commence daily nonstop bservice/b from b.../b/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.ibtimes.com/prnews/20081202/fl-jblu-new-routes.htmcid=1276932352ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFDfpLAJ_gfwx5OhjyEbOsnxY51OgJetBlue to Add Two New International Routes from Fort Lauderdale/a font size=-1 color=#6f6f6fnobrInternational Business Times/nobr/font/fontbrfont class=p size=-1a class=p href=http://news.google.com/news?sourceid=navclientie=ISO-8859-1rls=GGLG,GGLG:2005-22,GGLG:enncl=1276932352hl=ennobrall 40 news articles/nobr/a/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Scottrade-Expands-Twin-Cities-new/story.aspx%3Fguid%3D%257BAF34557E-35A0-4EAE-AFB1-97F83D082059%257Dcid=1276876423ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFPXyWbSjrO1HlIoCXqMy6qTo5H4AScottrade Expands in the Twin Cities with new Branch Office in b.../b/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr10 hours ago/nobr/fontbrfont size=-1Named Highest in Investor Satisfaction by JD Power and Associates, Scottrade is dedicated to exceptional bcustomer service/b and unprecedented value. b.../b/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.centredaily.com/business/technology/story/993075.htmlcid=1276876423ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNEEBiBjWedlFXrplZrXCwDbgCisYAScottrade Opens Local Online Investing Branch in Lincoln, Neb./a font size=-1 color=#6f6f6fnobrCentre Daily Times/nobr/font/fontbrfont class=p size=-1a class=p href=http://news.google.com/news?sourceid=navclientie=ISO-8859-1rls=GGLG,GGLG:2005-22,GGLG:enncl=1276876423hl=ennobrall 31 news articles/nobr/a/font/div/font/td/tr/table
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.marketwatch.com/news/story/Consumer-Reports-Cell-Phone-Service/story.aspx%3Fguid%3D%257B2B58E3E7-96C4-42D4-BBB6-F41DB6F00E52%257Dcid=1276896558ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFngpTUF7t7RPrugMa0rmpMe35sxAConsumer Reports: Cell Phone bService/b Improves/abrfont size=-1font color=#6f6f6fMarketWatchfont size=-1 class=ima href=/a/fontnbsp;-/font nobr6 hours ago/nobr/fontbrfont size=-1The company received high marks in overall satisfaction and bcustomer service/b, and bservice/b is available in most of the country. b.../b/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.pcworld.com/businesscenter/article/154784/verizon_trounces_competition_in_wireless_quality.htmlcid=1276896558ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNFK3fjQyisVzy1zcKPvfpqvvyjw7AVerizon Trounces Competition in Wireless Quality/a font size=-1 color=#6f6f6fnobrPC World/nobr/font/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.tmcnet.com/usubmit/-more-users-happy-with-their-cell-phone-service-/2008/12/02/3826860.htmcid=1276896558ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHzGLv0KC09QaS0jtgFvWpg3S6eUQMore users happy with their cell phone bservice/b/a font size=-1 color=#6f6f6fnobrTMCnet/nobr/font/fontbrfont size=-1a href=http://www.citywebshopper.net/articles/includes/redirect.php?url=http://www.wirelessandmobilenews.com/2008/12/verizon_tops_consumer_reports_cell_satisfaction_survey.htmlcid=1276896558ei=vuM1SfzZB4u-9gSavYWnDQusg=AFQjCNHElPnde34OG6VuhOLOBZB8nCcjNgVerizon Tops Consumer Reports Cell Satisfaction Survey/a font size=-1 color=#6f6f6fnobrWireless and Mobile News/nobr/font/fontbrfont class=p size=-1a class=p href=http://news.google.com/news?sourceid=navclientie=ISO-8859-1rls=GGLG,GGLG:2005-22,GGLG:enncl=1276896558hl=ennobrall 18 news articles/nobr/a/font/div/font/td/tr/table
customer service - Google News

8 Critical Steps to Establish a Customer Service Culture

"Every company's greatest assets are its customers, because without customers... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Automating Your Help Desk Workflow

Do you know you can open, answer, close and report... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More