Archives

Customer Service

Subj: Inter Office Mail – Customer Commitment – The Customer Is Always Right? Edition

Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too.From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 6/7/2019 12:40 PM To: GSEBy now, you're all familiar with the Purpose Point that talks about Going All Out to Remove Barriers on behalf of our customers. We take inspiration from Jackie Chan, who over the course of his career subjected himself to incredible feats of danger and stupidity to make...

Read More

Customer Service

Subj: Inter Office Mail – Experience – Expectation = Satisfaction

Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too.From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 5/10/2019 2:18 PM To: GSEHi Everybody!There's an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this:What I actually experienced (minus) What I thought I was going to experience (equals) How positively I think of what happened and of your company.We...

Read More

Customer Service

SUBJ: Inter Office Mail – The Five Whys

Editor's Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too.From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 4/26/2019 4:16 PM To: GSEHi Everybody!As we talk about Customer Commitment, the more I think about it, the more a single word comes to mind: Quality.That may sound a little weird to you. Quality may imply craftsmanship or great ingredients or even high-tech robots on an assembly line...

Read More

Customer Service

How to Make 21st Century Customers Happy

Customer loyalty is harder to come by these days with so many brand choices via the internet.Chidike Samuelson writes for Entrepreneur: "Data by American Express has shown that nearly 60 percent of customers try a new brand or a company just to find better customer service. In fact, 89 percent of customers often swap to a company’s direct competitor after bad service."Customer service is more important than ever. Samuelson highlights four keys to satisfying today's customers.Photo Credit: "customer...

Read More

Customer Service

A New Focus for Customer Service

Jim once wrote on this blog about the irrelevance of stores and how that affects live entertainment (Hint: It's a good thing). He stated:"Where we’re going is very simple: We need fewer and fewer stores for retail goods, but we’ll either replace those with empty spaces, with residences or offices, or with experience-driven businesses."Stores must continually reinvent themselves. One way retailers are upping their game is by using employee communication platforms to better assist customers.Photo Credit: Timothy Muza...

Read More

Customer Service

Remember These Customer Service Tips

Customer service matters ... a lot. We've shared Pro Tips from our own team (see them below), and now we're sharing lessons from Jill Schiefelbein that she highlights for Entrepreneur after experiencing her own customer service failure. See one of her tips below:"Don't let your processes inconvenience your customerPhoto Credit: rawpixel via UnsplashLook at your processes. How you take orders. How you answer calls. How you distribute products. Whatever your business model is, I encourage you to really examine...

Read More

Customer Service

Selling Out Editors’ Picks 2018: Customer Service

As we wave goodbye to 2018, we wanted to take a look back at some of our favorite posts of the year. Today, we’re highlighting: Customer Service.You can click on any title below to read the full article:Put the Members and Their Experience First Amy Gardea, Goldstar's Senior Director of Customer Service, explains: "We put our members and their experience above all else, and we make that clear to them from our first interaction to our last. Although the ticket...

Read More

Customer Service

Pro Tip No. 2: Customer Service With Amy Gardea

Meet Amy Gardea Title: Senior Director of Customer Service Hometown: Placentia, Calif.Best Live Show She’s Ever Seen: “So many to choose from, this is really hard. I’ve been going to live shows since I was a child. It was a staple of my upbringing. Off the top of my head though, Hamilton. I honestly thought there was no way it could live up to the hype, but I was in absolute awe from the first note to the final curtain.”SO: What's...

Read More

Customer Service

You Can’t Improve What You Can’t Measure

Earlier this month, we shouted out Customer Service Appreciation Week, and recently both Senior Director of Customer Service Amy Gardea and Customer Service Specialist Shaunelle Curry shared their Pro Tips.That's because, as Jim has written, "Good service is the best marketing money you’ll ever spend."Now, venues like Philadelphia’s Wells Fargo Center and San Francisco 49ers' Levi’s Stadium have installed terminals made by HappyOrNot that are "equipped with buttons representing a smile, a half-smile, no smile and a frown, ranging in...

Read More

Customer Service

Pro Tip: Customer Service With Shaunelle Curry

Meet Shaunelle Curry Title: Customer Service Specialist Hometown: Saint Louis, MissouriBest Live Show She’s Ever Seen: “Hands down, The Lion King. It is absolutely magical! I was swept into the wonder of childhood the first time I saw it. I've seen it three times now thanks to Goldstar!”SO: What is your philosophy about customer service?SC: What am I going to do to make our customer's life better as far as their interaction with us, especially when people come in thinking it’s going to...

Read More


Sign Up for Emails

VIEW PAST ARTICLES