Please recommend great books about exceptional customer service / client service. In my business (staffing), we must provide great service to both clients and to candidates. I have a new recruiter who is new to the industry and doing great. I want our branch focus this year to be differentiating ourselves from our competitors by being phenomenal with both groups that we work with. [more inside]
Why won't American Airlines investigate loss claims/theft from baggage? [more inside]
I've recently taken a part-time job with duties that include responding negative/complaint emails (from parents of kids in an after-school program). I've had lots of practice responding to these types of situations in person (thanks, retail work), but somehow seeing the comments in text makes them weigh more heavily on me. [more inside]
My bf has been trying to get internet service in his apartment for several years. Other people in his building have AT&T, yet whenever he tries to sign up, they tell him that service is not available in his area. We are at our wit's end. Please help! [more inside]
In my experience, any time I have tried to have gotten help over the phone or the live chat many companies seem to have nowadays, it has been excruciatingly painful. [more inside]
I'm a full-time public librarian, and I'm always in public - no off-desk time. I really like the customer service aspects of the job, but find it hard to complete other tasks in a timely manner. What productivity tools or other strategies can I use, given that the interruptions are inevitable (and even desirable in some cases)? [more inside]
My Mac Air manifested damage within 6 weeks of purchase, but Apple refuses to take any responsibility (damage isn’t covered under warranty), insisting I caused it. My credit card doesn’t offer insurance. The only option they’ve given me is to pay $500+ to have it fixed. If you were me, what would you do? [more inside]
I'm helping a non-profit organization that gets dozens of inquiries a day distribute the workload among a number of volunteers (around 70). I wanted to use Google's Collaborative Inbox for this, as it allows multiple users to respond from the same email address, mark message status (complete, requires response, does not require response), and assign messages to a particular user. The crucial feature it lacks is automatic assignment to particular support volunteers based on keywords or email address received from (e.g. firstname.lastname@example.org goes into the same inbox as all the others, but is auto-assigned to the volunteer who specializes in metalworkers). What alternatives to Google Groups are there for this scenario? Free options are ideal, but we have a budget in the tens of dollars a month if required.
Today I was shopping at Walmart and was accused of coupon fraud and stealing merchandise while using valid manufacturer's coupons. I feel as though the way I was treated was unacceptable, but I'm not sure if I'm the one in the wrong or not. [more inside]
If you're stuck working retail, how do you deal with the worst in people? [more inside]
I work for a small eCommerce company that provides customer support via live chat and e-mail, and relies heavily on it. The people who chat with the agents are not necessarily people who have bought or sold anything or even used the site yet, so being able to ask questions in real time could help them decide whether to use our site. We would like to implement a helpdesk solution that does chat very well and can provide good analytics so that we can assess agent ratings, why the customer contacted us, and issues that are driving up volume. It also has to be a third-party cloud-based solution because we don't have the resources to set it up on our own system. Do you have any recommendations? [more inside]
Recently At&t mistakenly shut off my business's internet for 6 days. One of the many techs we spoke to said they shut it down due to a new order for Fake Name, who is another tenant in our building. After some back and forth I received a letter stating that a $3k claim investigation had been initiated. Today I got a message saying the claim was denied b/c they don't do 'loss of business' damages, and that my account has been credited for the $120 cost of one month's internet. I have not responded yet. So I'm wondering - do they reeeally not do loss of business damages, or is there some way to push it with them? If I say 'this is unacceptable' to enough reps, will I get transferred to a magical department where they would actually consider such a claim?
I'm twenty-six years old, a university graduate (humanities), and have been working in the same business-to-business customer service job for two years now. It was supposed to be a temporary thing while I figured out what I was doing with my life but I'm still here and I still have no clue, EXCEPT that I've discovered that I hate customers, I hate doing administrative support, I can't stand doing rote work and data entry and in addition to being embarrassed about my job, the work itself is making me thoroughly miserable. It is better paid and less soul-crushing than most customer service jobs, and we have considerably more autonomy than I am led to understood most other customer service positions have, but it's still a grind. I don't see any possibility for upward mobility at my current company and I want out. Please help me get a career. [more inside]
I have been working for a small non-profit for a little less than a year, and one of my major projects has been to manage a newly created website where we sell our publications. I don't have much experience with website administration, and have learned a lot on the job, but I seem to have hit a wall with coming up with an efficient, streamlined process for keeping track of all of the customer service and order related pieces and correspondence. I figure there must be existing programs or systems that I could use, instead of having to come up with something from scratch, but the caveat is that it would have to be free or at least low-cost. More complications inside. [more inside]
Hello, Metafilter! Long time lurker (10 years), first time poster. To sum it up- after a failed stint as an AmeriCorps VISTA (6 months) following graduation from the University of South Carolina with a degree in International Studies and a minor in Economics- I have spent a year unemployed, a year as a bank teller, another year unemployed, and over a year as a server and a tax season as a tax pro at H&R block. I went back to school during the time as a server to get enough credits to sit for the CPA (one computer apps class away from obtaining accounting certificate at a local community college). Moved back to SC and spent from 07/12-06/13 as an Assistant Service Manager at a car dealership (hated it because A, I have asthma and missed a ton of work due to complications from working outside, B, I knew nothing about cars, and C, I am not a fan of Customer Service/commission pay). [more inside]
I'm looking for a post from a butcher shop in response to a customer complaint about bursting sausages. In response, the butcher showed five or so ways to properly prepare a sausage. It was snarky, no-nonsense, funny. I recall the shop had a sort of design-y vibe, and they had a blog after all, so I sort of suspect this butcher was in Portland or San Francisco. My searching is getting bogged down by chowhound, ehow, and the like. Does this jog anyone's memory?
The computer repair guy I found online took a longer time to get back to me, then appeared to have misplaced my machine when I called him for an update. After he located it and I agreed to let him continue fixing it, he sends me a highly inappropriate text message, very likely by mistake, the next day. I'm really skeeved out by now and would prefer not to continue working with this individual, but I'm not entirely sure what to do. Details within! [more inside]
I'm trying to figure out if I should be more agressively searching for a new job or if I would just be jumping into the same situation at a different company. [more inside]
I need help determining a) how a Bank of the West customer reaches the next rung on the customer service ladder, and b) if my complaint is valid. My home branch manager tells me he can do nothing more for me. I frankly don't believe this to be true. Unfamiliar with banking hierarchies, I have no idea who to call next. After hitting a wall with one branch, what is the next level up? I need to talk to someone who thinks reinstating $130 in surprise fees and repairing their relationship with a longtime customer is more important than seeing me unload my frustrations about BoW on review sites for all the world to see. [more inside]
On Monday morning, my mortgage servicer withdrew my mortgage payment from my checking account, along with an additional withdrawal of close to $2000. [more inside]
I'm looking for a form letter that I can use to send to managers of shops when I've been provided with good customer service. Ideally, I'm looking for something that I can just edit the small details of, like the individual's name, what they did that warranted the letter, etc. Also, if you were a shop worker's manager, what would you really like to know/read in this kind of letter?
I recently got a "courtesy call" from a local branch of Chase bank, asking me if I was happy with their service and if there was anything they could improve or anything else they could do for me or something. Why? [more inside]
My blog made the front page of a major social media site this morning and the provider promptly locked my entire account for "abuse". It took 6 hours for my blog to come back online. Was that a typical response? [more inside]
I ordered a 2-piece sectional sofa 15 weeks ago, and it was supposed to be delivered in 8-10 weeks. Half of it was delivered at 8 weeks, the other half is still missing. How much should I ask for in compensation as the delivery gets later and later, and what's the best way to handle asking for such compensation? [more inside]
We paid $4000.00 for a service, and now we're having trouble getting what we wanted. It's been 3 months and we need a resolution to this nightmare! [more inside]
I want to be able to talk and phrase things in a diplomatic non confrontational manner like a tech support / customer service representative, where can I find more information about doing this?
I want to be able to talk and phrase things in a diplomatic non confrontational manner like a tech support / customer service representative, where can I find more information about doing this? [more inside]
Help me sell out! How can I manipulate a resume full of customer service and food jobs to land me an entry level office job? [more inside]
Looking for recommendations for a Customer Service online platform for a new startup. [more inside]
Customer Service Yellow Card - How do you handle poor customer service early, in advance of the main service being rendered? [more inside]
Where should I go in the Twin Cities to buy an audio-video setup to fit a somewhat specific situation? [more inside]
For my job: I told a customer I'd try my best to find a specific pair of sunglasses, model/brand, but I'm having trouble doing that. What sunglasses does Agent Coulson wear in 'The Avengers'? Picture link inside [more inside]
I am beyond fed up with large companies. Unfortunately, I don’t have much of a choice in some cases, but I’m hoping to get a list of companies that are decent and still practice actual customer service, rather than just giving lip service to it. (Examples at the bottom for people who feel like reading a rant). [more inside]
How do I track referral credits over a period of several months for multiple customers without getting confused?
How do I track referral credits over a period of several months for multiple customers without getting them confused? Lots of confusing details ahead... [more inside]
Bloomingdale's seized the $700 balance on my wife's gift card, and customer service is treating us like crooks. Now what? [more inside]
Please help me come up with a job title that reflects the two distinct but important roles I play in my company: sex educator and customer service manager. [more inside]
Help me transition out of my customer service "career" [more inside]
Is it normal in Australia (or anywhere) for a restaurant to ask for your credit card before a meal in case you walk out without paying?
Is it normal in Australia (or anywhere) for a restaurant to ask for your credit card before a meal in case you walk out without paying? [more inside]
Please help me get a refund for my defective boot. [more inside]
High-end boutique jeweler delivered a custom ring with an obvious inclusion in the stone. Another jeweler saw the ring, was very surprised and said I absolutely should expect a replacement of the stone. Help me approach/phrase the replacement request? [more inside]
Previous laptop issue fixed (by a certified tech!) resulted in NEW laptop issue. What now?! [more inside]
Help my friend get his Amazon Seller's Account back! [more inside]
Who in the Dallas, TX area (deliberately vague; I'm willing to drive) can repair my broken laptop AND answer my questions about it, especially how it got that way? Even just "this guy I know" would be perfectly fine; I've learned my lesson about the big-name places. [more inside]
Gol Linhas Aéreas, a Brazilian airline, cheated me out of about $620. Full story inside. Please help me get my money back. [more inside]
Google Checkout: No payouts, frozen bank account info, and Google seems to be ignoring all messages sent via their help form. Any advice on how to proceed & how to get our payouts? [more inside]
I signed up for a Motorcycle RiderCourse through a local academy and realized I was not able to make the date I had signed up for. They offer no course changes (even for a fee) and if you miss your scheduled date they give you 90 days to get in a class via stand-by. I've tried more than ten times to get in a class via standby and I wasn't each time. Their policy says no refunds, and even politely e-mailing the academy owner, she offers no sympathy and says getting into stand-by is not a guarantee. Are they being unreasonable? If they won't accept my request for a refund should I go through the chargeback route? [more inside]
How do we leverage technology to better service our customers? [more inside]
My dad wants to buy a new computer that works right out of the box from a brick and mortar store. He's in Albuquerque, NM. Where should we be going? We're fine with big box or local, we just don't know which stores are going to be best for customer service over the long run. [more inside]
I pay for the NYTimes to be delivered on Sunday. The problem: it comes every day, and I don't want it. [more inside]
After a pretty horrid turn of events, I'm left feeling unsatisfied by my bank's loss prevention department. What are my options? [more inside]
My place of employment has a long and convoluted phone tree that our clients have to wade through when they call in. No one in the organization seems to have written everything down in one place, and I'm trying to create a...document?...that allows us to conceptualize which of our menu options lead where, and what they say at each point. What's the best/easiest way to do this and make it useful? [more inside]