Comments on: Customer Service Is Public Relations http://davefleet.com/2009/01/customer-service-is-public-relations/ Exploring the intersection of communications, marketing and social media Thu, 11 Mar 2010 21:34:27 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: » Pressure Sales vs. Customer Service GenY PR http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-78278 » Pressure Sales vs. Customer Service GenY PR Tue, 09 Feb 2010 05:34:54 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-78278 [...] out blogger Dave Fleet’s thoughts on the importance of good customer relations. [...] [...] out blogger Dave Fleet’s thoughts on the importance of good customer relations. [...]

]]> By: Does Your Organization Have Multiple Personalities? | davefleet.com http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-39332 Does Your Organization Have Multiple Personalities? | davefleet.com Thu, 21 May 2009 12:28:38 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-39332 [...] you like it or not, your customer service is now part of your company’s public relations. In reality it has always been that way but now, with the variety of online tools that let [...] [...] you like it or not, your customer service is now part of your company’s public relations. In reality it has always been that way but now, with the variety of online tools that let [...]

]]> By: Mystery Shopping Company http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-27749 Mystery Shopping Company Thu, 26 Feb 2009 00:55:34 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-27749 Well said. I agree with everything here. I remember when I got my cell phone I had some issues with it and so I called the company. It took 3 different people to fix the problem. They just kept passing me on to the next person to see if they could help me. Finally the last person I talked to seemed genuine and friendly. I remember how nice it was to speak with someone who clearly understood my problem and how to fix it properly. That lead me to think, how many customer service member are not properly trained at their jobs? We need to make sure the people representing the companies not only promote good customer service but accurate and knowledgeable service as well. Well said. I agree with everything here. I remember when I got my cell phone I had some issues with it and so I called the company. It took 3 different people to fix the problem. They just kept passing me on to the next person to see if they could help me. Finally the last person I talked to seemed genuine and friendly. I remember how nice it was to speak with someone who clearly understood my problem and how to fix it properly. That lead me to think, how many customer service member are not properly trained at their jobs? We need to make sure the people representing the companies not only promote good customer service but accurate and knowledgeable service as well.

]]> By: Customer Service: A Stepping Stool to Public Relations « Platform Online Magazine http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-26041 Customer Service: A Stepping Stool to Public Relations « Platform Online Magazine Mon, 09 Feb 2009 20:20:41 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-26041 [...] to media and instead become a champion for the customer and the communities that they serve.” A blog post by Dave Fleet parallels Huyse’s by stating that, “…customer service function has always [...] [...] to media and instead become a champion for the customer and the communities that they serve.” A blog post by Dave Fleet parallels Huyse’s by stating that, “…customer service function has always [...]

]]> By: FreshNetworks Blog » Blog Archive » Simple, effective market research http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-25365 FreshNetworks Blog » Blog Archive » Simple, effective market research Thu, 05 Feb 2009 13:22:42 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-25365 [...] Customer Service Is Public Relations (davefleet.com) [...] [...] Customer Service Is Public Relations (davefleet.com) [...]

]]> By: Carly Jayne Rullman http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-25262 Carly Jayne Rullman Wed, 04 Feb 2009 19:58:15 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-25262 Dave, great post. It is all so true and so simple. Just treat your customers the way they want to be treated and you will receive LASTING effects. Little do customer service reps know that their help and respect for that customer go such a long way in terms company reputation, product sales and loyal cliental. I enjoyed your blog and want to say thank you! In fact, I enjoyed it so much I am writing a blog post about "Customer Service and Public Relations" for an online magazine, Platform Magazine. Check out the Web site! And if I may, I want to use your blog post as a source. Do you have any more about this topic you can tell me? Dave, great post. It is all so true and so simple. Just treat your customers the way they want to be treated and you will receive LASTING effects. Little do customer service reps know that their help and respect for that customer go such a long way in terms company reputation, product sales and loyal cliental. I enjoyed your blog and want to say thank you! In fact, I enjoyed it so much I am writing a blog post about “Customer Service and Public Relations” for an online magazine, Platform Magazine. Check out the Web site! And if I may, I want to use your blog post as a source. Do you have any more about this topic you can tell me?

]]> By: 5 Secret Tips For Turning Customer Service Into Gold « Tacara http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-23648 5 Secret Tips For Turning Customer Service Into Gold « Tacara Sun, 18 Jan 2009 17:05:43 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-23648 [...] Customer Service Is Public Relations [...] [...] Customer Service Is Public Relations [...]

]]> By: Adrilia http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-22855 Adrilia Sat, 10 Jan 2009 19:19:23 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-22855 I agree with you, Dave. And I love the title of your post. It is all about connecting with the customer, a true attitude of service and building positive, memorable relationships. It's essential, as you state, to train reps "in this new role". Great customer service isn't just about expediency. It is more about empathy, active listening and true Service. That gets remembered. I agree with you, Dave. And I love the title of your post. It is all about connecting with the customer, a true attitude of service and building positive, memorable relationships. It’s essential, as you state, to train reps “in this new role”. Great customer service isn’t just about expediency. It is more about empathy, active listening and true Service. That gets remembered.

]]> By: Mark Blevis http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-22510 Mark Blevis Wed, 07 Jan 2009 15:40:41 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-22510 D'oh! "demonstrate have little" should be "demonstrate how little". D’oh! “demonstrate have little” should be “demonstrate how little”.

]]> By: Mark Blevis http://davefleet.com/2009/01/customer-service-is-public-relations/comment-page-1/#comment-22509 Mark Blevis Wed, 07 Jan 2009 15:38:29 +0000 http://davefleet.com/2009/01/customer-service-is-public-relations/#comment-22509 It's simple to manage good customer relations. I think the organizations that blow it actually have to put effort into infuriating their customers. One experience I had recently that is happening with decreasing frequency was when I was in a long line being served by a single person at a sandwich place in Colorado during the holidays. That person took time to acknowledge the queue two or three times and reassured us that she would be with us shortly. That simple gesture of a few words, an acknowledgment and a smile helped me ignore the wait. In addition to the customer service role played by individuals within your corporation (whether they're at work or wearing the company logo while out for a skate), the company broadcasts its customer and public relations commitments every time they receive a phone call. Organizations that regularly place customers in long hold queues, particularly those with very short music loops, demonstrate have little the organization values those people. "Your Call is Important To Us" by Laura Penny is a great read. It’s simple to manage good customer relations. I think the organizations that blow it actually have to put effort into infuriating their customers.

One experience I had recently that is happening with decreasing frequency was when I was in a long line being served by a single person at a sandwich place in Colorado during the holidays. That person took time to acknowledge the queue two or three times and reassured us that she would be with us shortly. That simple gesture of a few words, an acknowledgment and a smile helped me ignore the wait.

In addition to the customer service role played by individuals within your corporation (whether they’re at work or wearing the company logo while out for a skate), the company broadcasts its customer and public relations commitments every time they receive a phone call. Organizations that regularly place customers in long hold queues, particularly those with very short music loops, demonstrate have little the organization values those people. “Your Call is Important To Us” by Laura Penny is a great read.

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