Comments on: ACE Your Next Customer Service Moment

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By: Customer Service Communications – The Rules of Response « Customer Excellence by Eric Jacques

Mon, 19 Apr 2010 00:05:12 +0000

[...] you’ve applied these, you can engage the customer. Kate Nasser has an excellent article here: ACE Your Next Customer Service Moment. ACE means making your customer interactions Authentic, Committed and [...]

By: Rich Gallagher

Rich Gallagher — Wed, 14 Oct 2009 19:53:47 +0000

Great high-content post!! Totally agree.

You and I compete with Every Motivational Speaker on the Face of the Earth who claims to be a customer service expert, and sometimes just for fun, I show my audiences some of the advice on their websites (no names) – the looks on their faces are priceless .

By: Eric

Eric — Thu, 23 Jul 2009 00:34:55 +0000

Great article!

Sadly, videos like that are everywhere and unfortunately there are also many “customer service consultants” who make these types of recommendations too!

I agree with ACE and would add an extra “C” for communicate. So many issues are resolved by simply communicating with your customers; leaving them in the dark is the worst thing you can do. I would even say that ACE is dependant on communication.

Finalyy, in response to Daniel, yes, some companies want to act like they’re in the Fortune 500 but we deal with people. Companies are a fiction. If you treat people with respect, listen to them and then act on what they need, you’ll win every time.

Cheers

By: Daniel

Daniel — Thu, 16 Jul 2009 21:36:35 +0000

Great post Kate.

I’ll add my $0.02 cents to the authentic part. While it’s nice to ditch the scripts, I would add to this and caution customer support reps from speak informally depending on the situation. Especially for B2B costumer service, some customers want to appear like a fortune 500 company, and therefore speak professionally like a large corporation. More importantly, they want to be responded to in the same manner. As a result, I recommend listening to your caller or email response close and respond in a tone and manner that matches their own.

By: Len

Len — Thu, 02 Jul 2009 01:10:41 +0000

The biggest reason for horrible customer service has to do with companies confusing two key words: possible and preferable. While it is POSSIBLE to provide “customer service” via technology; it is PREFERABLE to provide the service in person. Possible has replaced preferable to the detriment of society as a whole. While people say they can “connect” via technology, the truth is we are the most socially disconnected generation. You cannot comfort someone in an e-mail. It is an alarming trend; but, we each have the power to change it by refusing to become slaves to technology.

By: Kimb Manson

Kimb Manson — Mon, 04 May 2009 19:21:30 +0000

Well put Kate and great points. The key one being easy, Imagine how much smoother this world would run if 30 % of the population worked this way. I doubt it is even close to 10%. Business’s eveywhere should be addressing this issue, they have no idea how far a little customer service will go. At times I feel it is a fading talent. Any corporation that would invest a few training hours in proper customer service would be floored by the resutls. I really wish they could see that. Personally I have been customer service orientated from my first job, and have found success in many avenues, and a lot of that I learned myself. People run business, and just as well the wrong people will drive it right into the ground. The world needs More Customer Service Taining!

By: Marleen

Marleen — Fri, 01 May 2009 22:35:15 +0000

This was great! I agree 100% and loved ACE.