…from your problem customers. (Do this instead.) Anyone who has worked in customer service, whether for themselves or just as a job, knows the feeling I’m going to describe today. The shitty customer. But it’s worse than that. That person who is so unreasonable, unpleasant, unbearable that you find yourself Read more…
The ONE thing that fixes almost EVERY customer service problem… You signed up for this list for 80/20. So here it is. ONE thing that you can start doing right now in your business that will DRASTICALLY improve your customer service and customer satisfaction. Move faster. Think about it. What Read more…
Make all your customer service problems disappear today… Just getting customer service handled can feel like a nightmare at first. It did for me. It took me years, but not only did I get handled, but I developed a foolproof system to keep customer service simple, and profitable. If you’re Read more…
Customer service for the future… I’ve written and talked a lot about keeping customer service simple. Making it profitable. Preventing problems before they happen. I’ve recorded hours of video on the subject on Quora and Youtube. I’ve written dozens of posts and emails here. I’ve even released two comprehensive guides. Read more…
Side Hustle Entrepreneurs Must Read This! Popular Twitter account @WallStPlayboys recently declared customer service to be “the worst part of any business.” And that may be true. But it doesn’t have to be. Not anymore. The fact is that it has never been easier to build a business where customer Read more…
If it ain’t broke, maybe still fix it… One of the things I’m doing this week is rewriting some email templates for a client. He didn’t ask me to do this. I don’t plan on telling him about it. And there’s nothing technically wrong with them. I wrote the originals, Read more…
And how it kills sales… I’m not talking about anger. Or sadness. Or even boredom… I’m talking about something much more damaging… Fear. Something that, for the most part, has no place in Customer Service. Something that conventional customer service seems to revolve entirely around. Agents afraid of saying the Read more…
Don’t be afraid to throw it away and start over… I opened the fridge and I saw it… All the way in the back. That container of homemade sauce. The sauce we had 2 weeks ago with spaghetti squash and meatballs. The sauce I forgot about and let sit WAY Read more…
And why you might want to start thinking like one… First, I’ll be clear. This is NOT an email about chat bots. Or automated phone systems. Or even scripts that turn people into mindless meat-robot NPC’s. Those things are still terrible. So what do I mean when I say think Read more…
An 80/20 look at problem customers… Anyone who has worked in customer service already knows what I’m talking about here. You get up, you log into the support system, and you see it another email from that same guy. You recognize his name. His email address. You know before you Read more…