The Daniel Group Blog
Donuts, Videogames, and Customer Service
June 13, 2013 Posted by The Daniel Group in : Strategy, Understanding Your Customer , add a commentTwo stories caught my interest this week. Both stories deal with customer service situations from different angles but with both lessons can be learned and actions applauded or condemned. First, the story of a customer who thought it would be okay to vomit racial slurs at a Dunkin Donuts employee because she believed she had [...]
Top 5 things We Wish You Wouldn’t Do When Answering a TDG Customer Service Call
June 6, 2013 Posted by The Daniel Group in : General, Service Improvement , 1 comment so farOver the past few weeks I have been hearing stories about some of the most interesting situations that our interviewers have experienced while doing customer service calls for our ServiceConnect program. Some of which the office staff are guilty of themselves. So here is a list of our top five things people do that we [...]
Consistency and Customer Service
May 30, 2013 Posted by The Daniel Group in : Strategy, Understanding Your Customer , 1 comment so farA conversation with a client this week prompted some thinking on my part about the importance of providing consistent customer service. This particular client has been on our ServiceConnect program since 2006. Like most clients, their performance was not spectacular for the first few years. However, somewhere around five to six years ago, it improved [...]
Are You an Equipment Vendor or a True Customer Service Provider?
May 23, 2013 Posted by The Daniel Group in : Understanding Your Customer , add a commentOur firm makes over 34,000 phone calls per month as part of our research work. Needless to say, having both a reliable phone system and phone services are critical to our delivering great customer service to our clients. Several years ago we replaced our not-yet-ready-to-be-replaced phone system with another one. The only reason for making [...]
Can Human Instinct Improve Customer Service?—More Considerations
May 16, 2013 Posted by The Daniel Group in : Employee Engagement, General , add a commentIn my blog post last week I discussed a book I have been reading entitled A Cooperative Species: Human Reciprocity and its Evolution and an article from the McKinsey Quarterly entitled “Givers Take All: The Hidden Dimension of Corporate Culture.” Both the book and the article discuss a related subject that not all humans are [...]
Can Human Instinct Improve Customer Service?
May 10, 2013 Posted by The Daniel Group in : Employee Engagement, Service Improvement , 2commentsI have recently begun reading a book and have just completed an article that both dealt with the same subject, the innate helpfulness that seems to be in most humans. This may seem strange given what we see on the news and read in the popular press. In my opinion, this has implications for changing [...]
Productivity Test: The Man Without the Internet
May 2, 2013 Posted by The Daniel Group in : Uncategorized , 1 comment so farToday I was struggling for things to write about. When it comes to customer service I can wax poetic about almost anything. Finding stories about good, bad, or interesting customer service experiences is kind of my M.O. and there is a shortage of them at the moment. Today I found a story that has nothing [...]
Pizza and the Illusion of Perfection in Customer Service
April 25, 2013 Posted by The Daniel Group in : Strategy , add a commentPizza is one of my favorite things and being a recent college graduate it is a tough habit to kick. But recently I had an incident where a delivery guy asked me to give him all “5s” on a customer service survey and this worries me. I placed the order online and a short [...]
Great Customer Service: What Makes It and What Inhibits It
April 18, 2013 Posted by The Daniel Group in : Employee Engagement, Understanding Your Customer , 1 comment so farWe have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (http://blog.thedanielgroup.com/?p=962). Our research shows that customers who call out an employee or group of people for doing a “Good Job” during a service experience rate their experiences much more positively than those [...]
Customer Service Lessons from Electronic Arts
April 12, 2013 Posted by The Daniel Group in : General, Service Improvement, Understanding Your Customer , add a commentFor the second year in a row Electronic Arts (EA), a video game company, has won Consumerist.com’s Worst Company in America by defeating Bank of America in a landslide victory. EA is the first company in the eight year history of this competition to win in back-to-back years. This “honor” is something no company should [...]
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