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Robert Bacal
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Worthless Metrics: Views, Shares, Likes…Chasing The Wrong Numbers: Are You Chasing The Wrong Social Media Metrics? By Robert Bacal If you are on social media (LinkedIn, BeBee, Twitter and Facebook) you have probably seen discussions about how many shares, views, and likes a post has received. Almost everyone chases these numbers as if...Continue Reading... Worthless Metrics: Views, Shares, Likes…Chasing The Wrong Numbers http://bit.ly/2pklj2h
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Why Are Consistency, Reliability and Predictability So Important In Customer Service?: There are much more important elements in customer service than creating delight and wowing the customer Why Are Consistency, Reliability and Predictability So Important In Customer Service? Customers want and need a sense that the service they receive will be excellent each and every time they visit the vendor or company. Consistency, reliability and predictability are the cornerstones of creating long term relationships with customers, and customer retention and customer loyalty. From Perfect Phrases for Performance For Customer Service: Customers expect that you will treat them in a consistent way and that you will do what you say you will do each and every time. By acting in accordance with these wants, you provide the customer with a sense of security and confidence in you personally and in the company. This builds loyalty. To understand this, all you need to do is think about large fast food chains or … Read the rest of this post http://bit.ly/2MJD0lh #custserv #defusingangrycustomers
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More Resources On Solo Businesses: Here on the Small Is Beautiful site, we can’t possibly answer all your questions, or even know everything. We try. So to help you on your way to starting or running your solo business or side hustle we’ve curated what we think are useful articles...Continue Reading... More Resources On Solo Businesses http://bit.ly/2MHJiSx
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Complex Systems The Source of Majority of Customer Service Failures – Part I by Robert Bacal: Complex Systems The Source of Majority of Customer Service Failures – Part I by Robert Bacal Why IS customer service so poor. Survey data, for what that’s worth, shows customers feel that it’s getting worse. Who should we blame? Here’s the customer service team for a well known electronics retailer, and WOW, they are all keen to help. Except for that guy in the back row who’s responsible for keeping the registers running properly. He’s a slacker. Guess what. There goes the system! If you tune into the mavens on the #custserv chat on Twitter, apparently, everyone and anyone is to blame. It’s the CEO. It’s the HR department for hiring the wrong people. It’s a “generational thing”. It’s attitude. It’s a lack of love (Urp). When you see people blaming everyone, or suggesting a multitude of sources/causes for problems, it is a good bet that they are looking for … Read the rest of this post http://bit.ly/2pjf8f3 #custserv #defusingangrycustomers
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ICYMI: #smallbiz Making Your Home Office: Planning It Out And Communicating With Customers, Friends, And Families: For the most part, a home office works as a main business location if you are the sole operator (i.e., no employees), if you have one or two employees who can use your home office to carry out their job tasks, or if you have employees who need not...Continue Reading... Making Your Home Office: Planning It Out And Communicating With Customers, Friends, And Families http://bit.ly/2peSaWl
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Social Media, Customers, and Your Business:   Social Media, Customer Acquisition and Retention: The Small Business Reality Obviously your small business needs customers. So you do what hundreds of millions of others do; you turn to social media. And maybe it works. Maybe it doesn’t. Mostly you won’t really know. In...Continue Reading... Social Media, Customers, and Your Business http://bit.ly/2pdOMel
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A Typical Day – Why Technology is Worsening Both Customer Service and Customer Experience: A Typical Day – Why Technology is Worsening Both Customer Service and Customer Experience In my short article entitled Has technology improved the customer experience in most companies? I put forth a number of reasons why technology is making customer service and customer experience worse. Here’s a typical 24 hour day – my day, in fact. Just the highlights. This is the AVERAGE DAY, mind you. There are also catastrophic days, but there is almost NEVER a day that isn’t like the typical day. Evening: Monday: Tired. Time to relax. I subscribe to Major League Baseball on my ITouch and they offer a free game each day in video. Cool. Love my baseball. Click to start in the app. Looks good. It is verifying my location for copyright info. Oh NOOOOO. There’s no GPS on the Touch (thank you Apple, you’ll never see a cent from me). It should use … Read the rest of this post http://bit.ly/2D59Lts #custserv #defusingangrycustomers
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What is Customer Relationship Management Conceptually?: Understanding CRM conceptually is important to make effective use of its various tools What is Customer Relationship Management Conceptually? CRM (Customer Relationship Management) has grown to the point where almost anything can be considered part of managing the customer experience, since the customer experience is tied to so many different variables with respect to how a company does business (systems issues).So it’s hard to define it in a meaningful way, and determine the boundaries of what is and is not CRM. Still, we have to start somewhere. Here’s a definition from Wikipedia: Customer relationship management is a corporate level strategy which focuses on creating and maintaining lasting relationships with its customers. Although there are several commercial CRM software packages on the market which support CRM strategy, it is not a technology itself. Rather, a holistic change in an organization’s philosophy which places emphasis on the customer. Here’s another … Read the rest of this post http://bit.ly/2pdNJuQ #custserv #defusingangrycustomers
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How to inform customer item is out of stock: Giving Bad News To A Customer Ways Of Informing A Customer An Item Is Out of Stock It’s normal for customers to be disappointed when they are looking for an item, and find out that it’s not in stock. Of course, it’s the staff on the firing line that get targeted for their anger and disappointment. How To Tell The Customer How you inform the customer will influence their reactions. Some ways of giving bad news tend to make customers more angry, and encourage “drama”. Other ways work better. You can’t control customer reactions but you can phrase things so it’s more likely you won’t be targeted. There are two main principles to understand: * If you come across as concerned and helpful, you will reduce customer anger, since the worst thing you can do is appear to not care. * You can use positive, problem-solving language that focuses not on what … Read the rest of this post http://bit.ly/2MCDauP #custserv #defusingangrycustomers
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Toughest Customer Service Jobs? Government. Here’s Why: Toughest Customer Service Jobs? Government. Here’s Why Where do you find the most taxing jobs in customer service? While call center work in any sector is challenging and often frustrating, jobs in government that involve working with the public are, by far, the most difficult customer service jobs on the planet. Having worked with thousands of government staff to help them deal effectively with citizens, there’s no question in my mind that the demands made upon government in general, and employees who “serve” are often unreasonable, and impossible to meet. That’s not the fault of anyone, but a product of how government works, and basic human psychology. Why? Why is it that we in the West, particularly in the USA, pride ourselves on a democratic government system, yet revile and look down upon the “overpaid, arrogant, lazy, stupid and slow” employees who work in that very government system? The answers … Read the rest of this post http://bit.ly/2pcg5Wz #custserv #defusingangrycustomers
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