Comments for Positive Training Solutions Blog http://www.positivetraining.com.au/blog Just another WordPress weblog Mon, 01 Feb 2010 00:29:31 +1100 http://wordpress.org/?v=2.8.5 hourly 1 Comment on How to grow your competitor’s retail business and run yours into the ground by Tif http://www.positivetraining.com.au/blog/how-to-grow-your-competitors-retail-business-and-run-yours-into-the-ground/comment-page-1#comment-11 Tif Mon, 01 Feb 2010 00:29:31 +0000 http://www.positivetraining.com.au/blog/?p=5#comment-11 Hello! I am having customer service issues with a specific furniture store. i am asking permission to print this article and mail it to the owner with my own letter specifically stating the issues. I am hoping this company will understand the effects of word of mouth and choose to do something to help themselves - and potentially save thousands of dollars in orders from going to competitors. Thank you! tif Hello!

I am having customer service issues with a specific furniture store. i am asking permission to print this article and mail it to the owner with my own letter specifically stating the issues. I am hoping this company will understand the effects of word of mouth and choose to do something to help themselves – and potentially save thousands of dollars in orders from going to competitors.

Thank you!
tif

]]> Comment on Thank You Says It All by Tracie Dickson http://www.positivetraining.com.au/blog/thank-you-says-it-all/comment-page-1#comment-10 Tracie Dickson Sun, 31 Jan 2010 23:53:48 +0000 http://www.positivetraining.com.au/blog/?p=168#comment-10 Thats Great! Another great way to say thanks to a customer is to send them a heartfelt hand written card! I just happen to have a really cool way to do it too, let me know if you are interested in learning how. Thats Great! Another great way to say thanks to a customer is to send them a heartfelt hand written card! I just happen to have a really cool way to do it too, let me know if you are interested in learning how.

]]> Comment on The Costs Of Bad Customer Service by Exponential Marketing Case Study: Pizza Shop « Positive Training Solutions Blog http://www.positivetraining.com.au/blog/the-costs-of-bad-customer-service/comment-page-1#comment-9 Exponential Marketing Case Study: Pizza Shop « Positive Training Solutions Blog Mon, 04 Jan 2010 22:51:32 +0000 http://www.positivetraining.com.au/blog/?p=9#comment-9 [...] know, I know you think food is just food, but it’s not. We’ve already been through the cost of bad customer service and the reasons clients leave a company and switch to a competitor, now it’s time to start [...] [...] know, I know you think food is just food, but it’s not. We’ve already been through the cost of bad customer service and the reasons clients leave a company and switch to a competitor, now it’s time to start [...]

]]> Comment on James Grima Explains What Positive Training Solutions Is All About by Ana http://www.positivetraining.com.au/blog/james-grima-explains-what-positive-training-solutions-is-all-about/comment-page-1#comment-7 Ana Sun, 03 Jan 2010 16:58:07 +0000 http://www.positivetraining.com.au/blog/?p=26#comment-7 Hi James Grima, I love the fact that you base your positive training blog on real life experiences. When it comes to training there is no substitute experienced Trainers as they know what they are talking about. I myself believe in like minded people and I believe that your team put is exceptional. Keep doing what you are doing. Ana http://www.recommended.ie Hi James Grima, I love the fact that you base your positive training blog on real life experiences. When it comes to training there is no substitute experienced Trainers as they know what they are talking about. I myself believe in like minded people and I believe that your team put is exceptional. Keep doing what you are doing. Ana http://www.recommended.ie

]]> Comment on The Costs Of Bad Customer Service by Retail Make Up Sex « Positive Training Solutions Blog http://www.positivetraining.com.au/blog/the-costs-of-bad-customer-service/comment-page-1#comment-6 Retail Make Up Sex « Positive Training Solutions Blog Sun, 01 Nov 2009 23:57:30 +0000 http://www.positivetraining.com.au/blog/?p=9#comment-6 [...] know from previous posts that Bad Customer Service is costly, whichever way you calculate the costs of losing a customer. [1] [...] [...] know from previous posts that Bad Customer Service is costly, whichever way you calculate the costs of losing a customer. [1] [...]

]]> Comment on When Bad Customer Service Turns Good by Sean Cheyney http://www.positivetraining.com.au/blog/when-bad-customer-service-turns-good/comment-page-1#comment-5 Sean Cheyney Sat, 31 Oct 2009 02:41:14 +0000 http://www.positivetraining.com.au/blog/?p=20#comment-5 Thanks for pinging me about the American Airlines story. All of your examples are excellent and show how a little thinking can not only create one positive experience, but can develop loyal brand evangelists. One of the keys with all of the employee examples is that employees must be empowered to use good judgement when it comes to handling a customer challenge. Years ago, I read a book by the former CEO of Continental Airlines called "From Worst to First. In the book, he talks about the difference it made for Continental when he gave all of his employees a clear framework in which to fix a situation gone wrong. He credits this culture shift within Continental as one of the biggest reasons the airline was saved from banruptcy in 1994. Sean Cheyney author of The Customer Voices Blog Thanks for pinging me about the American Airlines story. All of your examples are excellent and show how a little thinking can not only create one positive experience, but can develop loyal brand evangelists.

One of the keys with all of the employee examples is that employees must be empowered to use good judgement when it comes to handling a customer challenge. Years ago, I read a book by the former CEO of Continental Airlines called “From Worst to First. In the book, he talks about the difference it made for Continental when he gave all of his employees a clear framework in which to fix a situation gone wrong. He credits this culture shift within Continental as one of the biggest reasons the airline was saved from banruptcy in 1994.

Sean Cheyney
author of The Customer Voices Blog

]]> Comment on How to grow your competitor’s retail business and run yours into the ground by Retail Make Up Sex « Positive Training Solutions Blog http://www.positivetraining.com.au/blog/how-to-grow-your-competitors-retail-business-and-run-yours-into-the-ground/comment-page-1#comment-4 Retail Make Up Sex « Positive Training Solutions Blog Thu, 29 Oct 2009 04:46:17 +0000 http://www.positivetraining.com.au/blog/?p=5#comment-4 [...] know from previous posts that Bad Customer Service is costly, whichever way you calculate the costs of losing a customer. [1] [...] [...] know from previous posts that Bad Customer Service is costly, whichever way you calculate the costs of losing a customer. [1] [...]

]]> Comment on How to grow your competitor’s retail business and run yours into the ground by Bad Customer Service Made Worse With Herding « Positive Training Solutions Blog http://www.positivetraining.com.au/blog/how-to-grow-your-competitors-retail-business-and-run-yours-into-the-ground/comment-page-1#comment-3 Bad Customer Service Made Worse With Herding « Positive Training Solutions Blog Tue, 27 Oct 2009 08:20:03 +0000 http://www.positivetraining.com.au/blog/?p=5#comment-3 [...] previous blog posts, you know that (1) for every poorly served client, you’re handing him/her over to a competitor and (2) the costs of bad customer service can be [...] [...] previous blog posts, you know that (1) for every poorly served client, you’re handing him/her over to a competitor and (2) the costs of bad customer service can be [...]

]]> Comment on How to grow your competitor’s retail business and run yours into the ground by The Costs Of Bad Customer Service « Positive Training Solutions Blog http://www.positivetraining.com.au/blog/how-to-grow-your-competitors-retail-business-and-run-yours-into-the-ground/comment-page-1#comment-2 The Costs Of Bad Customer Service « Positive Training Solutions Blog Sun, 25 Oct 2009 05:33:30 +0000 http://www.positivetraining.com.au/blog/?p=5#comment-2 [...] Blog « How to grow your competitor’s retail business and run yours into the ground [...] [...] Blog « How to grow your competitor’s retail business and run yours into the ground [...]

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