Posts Tagged ‘customer service’

Lean Business: Why Comcast Stomps ADT’s Customer Service

Mike | August 17th, 2015

Customer service ain’t easy. It takes a combination of the right people, the right training, the right tools, and the right attitude. Lots of companies get this right, but most just don’t haver a clue. I had to make a couple of calls this morning to a couple of different service providers: Comcast (yikes, right?) and […]

Read full post »

Small Business and Startups: Making Customer Service Available (On Your Own Terms)

Mike | July 20th, 2015

Periodically (like every single quarter) we review our customer service data to determine whether we are best using our resources. This is an excellent practice for a small company, especially one that is ambitious and by its very nature capacity constrained. At crowdSPRING we strive to provide world-class quality support, but our team is small […]

Read full post »

Small Business and Startups: Hold Hands and Leverage Your Customer Service

Mike | January 19th, 2015

From Day One we viewed crowdSPRING as the ultimate light-touch, self-serve, highly scalable internet business. We determined that we would build the product and out website such that even the least sophisticated visitor could learn for themselves how the system worked and could then take self-led actions to source the creative services they came looking for. Our […]

Read full post »

Customer Service: The Difference Between Empathy and Sympathy

Ross | December 16th, 2014

Most customer service teams respond to customers with sympathy. A sympathetic response could be: “I’m also unhappy with the way that product works.” Sympathy is rarely an ideal response to a customer’s problem. Instead, show empathy. Empathy allows to you be professional and caring at the same time. It also allows you to avoid becoming […]

Read full post »

Small Business and Startups: Customer Service Marketing Manifesto

Mike | November 3rd, 2014

I’ve written and spoken often about how customer service for us is a marketing tactic and how we view our customer service as a part of our marketing department. It’s simple – great customer service begets great customer satisfaction which begets great word of mouth. But there’s is another layer to this strategy that is […]

Read full post »

Small Business Tips: 5 Steps to Building Great Customer Relationships

Mike | August 4th, 2014

You started a business and slowly, surely you have been acquiring new customers. They buy your products, they pay their bills. And they bring you their problems. Not the kind of problems they share at home with their spouse or on the couch with their shrink. Rather they share the problems they have with whatever […]

Read full post »

Small Business and Startup Tips: Enjoying Your Customers For Profit and Fun

Mike | May 12th, 2014

When a customer walks through your door, be it a bricks-and-mortar door or a virtual one, it is paramount that they be greeted and feel welcomed into your business. Not just making them at home, or perhaps offering a little espresso, but rather making them feel that you are there to help them, to answer […]

Read full post »

Customer Service and a Culture of Helping

Mike | November 4th, 2013

“Thanks for contacting us with your question.  We’ll reply within 3 business days.” When people discuss the “helping” careers, they are usually referring to honorable fields such as social work, teaching, and psychotherapy. Rarely does selling shoes come into the mix. Yet Zappos has built an online empire, growing in little more than a dozen years […]

Read full post »

Welcome Zack Shornick to crowdSPRING

Ross | August 15th, 2013

Last week, we announced that we were looking to add another person to our customer service team. We described the position and reminded applicants: Oh yea. . . one more thing? Your assignment is to read this blog post before you apply; believe me, we’ll know if you did! I stopped reading resumes a […]

Read full post »

Reputation and Community

Mike | April 29th, 2013

A couple weeks ago I wrote a post about building relationships with your customers that are based on trust, loyalty, transparency, integrity, and honesty. While writing the post, I had in mind a project we have been working on at crowdSPRING for well over a year now. The team is really excited that in the next couple of […]

Read full post »