TalkShop

Blackout Dates

As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered around a turkey, a fireplace, etc.) and your doors are closed. Mystery shopping programs are often given additional “blackout dates” when evaluations may appear atypical for a number of reasons. Take the recent behemoth shopping day Black Friday for example, which is widely assumed to be a “blackout date” because employees...

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Customer Service Hall of Fame Inductees

Last week, MSN revealed their 2012 Customer Service Hall of Fame as well as their Hall of Shame, based on their survey, conducted with JZ Analytics. The results are fascinating though not entirely surprising. It is worthy of note that these survey are “consistent with what the American Customer Satisfaction Index has noticed lately,” in that customer satisfaction across many industries has been improving. One important company in the Hall of Fame is American Express, who has successfully taken on the task of vastly improving how cardholders are treated. Executive VP of world service, Jim Bush, said about his...

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IntelliShop and RateWatch Announce Partnership

New Study Finds Big Banks Exhibit Better Sales Skills than Small Institutions Credit unions and small community banks are missing the opportunity to grab market share from major financial institutions due to lack of sales effort according to a new study released jointly by IntelliShop and RateWatch.  The study, which had 120 auditors pose as new checking account prospects, found that the large banks not only did a better job of assessing customer needs, they were much more proactive about “selling” the benefits of the bank and its services. “The lackluster performance of credit unions in particular...

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Right-Sizing?

This term is generally used by companies as a replacement for "layoffs".  After an experience I had the other day, I have a new way of thinking about it.  I frequently get my RBSUV (Really Big SUV) washed at a local place that offers hand-drying.  Ah, there's nothing like a clean car!  In the summer, they usually hire a lot of teenagers, mostly female, mostly pretty cute; good for business, no doubt.  The girl who was drying cars the other day was only about 5' tall.  Very nice, thanked me, smiled, etc.  But,...

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Things Just Got Really Personal

As technology progresses and things start to get less and less personal, step outside the box and surprise your customers. When was the last time you wrote a letter? Everyone loves getting a personal note, so the next time you’re emailing to just “check-in” and say “thanks”, write a quick note. It’s different, and because it’s not just another email amongst the 3,000 your customers sift through daily, they will remember the gesture. What else works? Keeping regular phone contact with your customers, within reason, allows them to connect with you...

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