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Category Archives: Customer care

Our most valuable asset

You often hear that customers are a company’s most valuable asset. So are you doing something special for your customers? And do you find companies doing something special for you as a customer?

Take a look at some of the ideas a General Manager got while working with Mark Sanborn, a well-known speaker from the States. I like them.

Yes, customers do like being pampered. I very much enjoy seeing a beautiful bunch of flowers on a receptionist’s desk or having a vegetarian dish created especially for me if there’s nothing suitable on the menu. The owner of my local grocery store is very willing to order something for me if she doesn’t have it on her shelves.

What I don’t like? Someone phoning me and asking me why I haven’t been in their shop for several years!


Offer excellent customer service

David Rodnitzky, CEO and co-founder of 3Q Digital, has created a document entitled “14 Commandments of Client Service“. If you have direct contact to customers, you might like to take a closer look, print the document out and pin it to your wall, too. Be Proactive, Not Reactive Over-communicate Everyone is a Client Under-Promise, Over-Deliver DoContinue Reading

The 14 commandments

We know that good customer service is important, don’t we? Of course, it can always be improved on. That’s why I like to read David Rodnitzky’s (he’s CEO and co-founder of 3Q Digital) 14 commandments through now and again. (I read about them in this article here). Be Proactive, Not Reactive Over-communicate Everyone is a Client Under-Promise,Continue Reading

What a great question!

You’re working in Customer Care and a customer asks you a question you can’t answer. Instead of saying, “I’ve never been asked that before”, be more positive and say something like, “That’s a great question. Let me check this out and I’ll come back to you as soon as I can”. Your customer shouldn’t mind waiting.Continue Reading

How we can improve customer service

I love Help Scout’s ebook with its 10 examples of exceptional customer service. You might even find some ideas you can use to delight your own customers. If so, I’d love to hear from you.

Surprise your customers

Is customer service in Germany really as bad as people say? I’m not sure, however I do know that customer service can always be improved. No ideas? Read Peter Economy’s article (link to inc.com) and learn how to delight your customer. My favourite advice? “Be easy to do business with.” It sounds so easy, butContinue Reading

The complaining customer

Today I would like to share an article written by the marketing expert Seth Godin with you. He writes that the complaining customer doesn’t want a refund but would rather get an apology and a little bit of understanding. I think he makes a wonderful point, don’t you? I remember not being able to boardContinue Reading