Comments for Cornerstonemanagement's Weblog

Comment on Announcing addition of Promotional Wear to our Line Up by chireatirrify

chireatirrify — Thu, 15 Oct 2009 15:09:34 +0000

Hello, it really interesting, thanks

Comment on Is it really Customer Service? by Dave Morris

Dave Morris — Mon, 06 Oct 2008 11:58:22 +0000

Interesting …

I was traveling in the car on the weekend and two Dj’s on a local radio station were commenting on Customer Service. One was saying he hated to be asked in a store if he found everything alright. He generaly brushed if off saying yes, but wondered what would happen if he said no. Would a large number of employees jump outamongst flashing lights saying let me find what you want or would it be something else – what would happpen.

The next time he was asked he asked the Clerk – “what would you do or say if I said no”. There was a pause and she looked up and said -” I don’t know … they never told me what I should do.”

I agree with the comment made the front end clerks can not know where everything is but a procedure should be in place where by she telephones the Information kiosk who sends a person over to help.

Businesses still don’t get it. Just asking a question and not doing anything likey makes the customer just angrier.

Comment on Why is customer service deemed important yet rarely gets priority at most companies? by Tim Rueb

Tim Rueb — Mon, 18 Aug 2008 02:42:49 +0000

I would say it depends on your competition. If customer service is the factor that differentiates you with them, my guess it would be high. If the differentiation comes from products, or the new release of said products, then customer service would be lower on the list.

I think it also depends on if a company uses ‘lifetime value’ as it’s key measurement when looking at clients and when dealing with maintaining balance between growth and retention.

Comment on Is it really Customer Service? by segan1

segan1 — Tue, 12 Aug 2008 15:53:51 +0000

Keep in mind that the check out people are not the same as the actual sales floor people, generally. More often than not, people working checkout ONLY work the checkout, and in larger stores (like Target) they aren’t taught where everything in the store is – people assigned to certain areas will be more likely to be able to help. It’s just impossible for one person to learn where everything is in larger stores, especially when the setup is constantly changing. If you don’t find something, it’s better to look for the specialists while you’re still on the floor!

- Segan

Comment on What do you do in your Company to attain the highest Customer Service Levels? by cornerstonemanagement

cornerstonemanagement — Thu, 26 Jun 2008 12:07:35 +0000

It is interesting to note that this has been up for almost a week – with no comments? Does this indicate that th emajority of businesses do nothingin their companies – to attain th ehighest customer service levels?

Comment on Is it really Customer Service? by John Franks

John Franks — Thu, 19 Jun 2008 16:58:22 +0000

I agree – it is very frustrating to not find the product you are looking for, then to be asked at the check out if you found everything you wanted and the Clerk make no effort to try help find it for you. Management has only trained these people to ask the question, not to finish the job and make sure the customer is satisfied. Probably typical of Companies where Customer Service is not really number one!

Comment on An introduction that will never be forgotten … by Tim Rueb

Tim Rueb — Mon, 02 Jun 2008 15:21:32 +0000

What I can never understand is that when you take action on this type of employee, they can never comprehend that their actions have consequences.

Comment on Hello world! by Mr WordPress

Mr WordPress — Mon, 02 Jun 2008 11:08:16 +0000

Hi, this is a comment.
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