Customer Service That Reinforces PR
December 22, 2008 • No comments
This morning I had to phone WestJet regarding seat assignments for our flight from Toronto to Vancouver. It’s a 5 hour flight, so with my current knee issues, we are hoping for bulkhead seating or I might be one miserable person by the time we reach our destination. The weather across Canada has been awful, so I didn’t mind the 43 minute wait on hold - just assumed it’s that time of year! What I didn’t expect, however, was for the customer service agent to ask me how long I had been on hold and then sincerely apologize for my wait! And that was just the beginning of my great customer service experience!
Customer Service that Kills PR
Categories: Customer Service,
Public Relations
December 18, 2008 • No comments
Although many frontliners and telephone customer service agents don’t realize it, they are some of the most powerful agents of PR that a company has and can either reinforce all the work of their marketers or destroy it. Because of what I do, I’m keenly aware of this, and am often either horrified or incredibly pleased with customer service experiences. I’ve had a mix of both reactions recently due to a ‘mattress fiasco’, and wish that the company I was dealing with was able to have consistently good customer service instead of it being either great or terrible.
Publisher Offers Massages to Youth Workers?!
December 16, 2008 • No comments
You know you were at a busy youth workers convention when it takes a week or so to recover! Canadian Youth Workers Convention (CYWC) in its second year was fantastic! I’m amazed at how much was packed into one short weekend! You may think my photography reflects that, but really, it’s more an indication of my camera / phone and its user (me).
Tribes - What Does This Mean for Marketers?
December 12, 2008 • No comments
I’ve been listening to Seth Godin’s new book, “Tribes” and considering what his conclusions mean for the future of publicity and marketing. The book was available for free download at Audible. I’ve not used this service before, but so far it seems to have worked well! I love audiobooks, so this could be my newest favorite resource. Anyhow, back to “Tribes”.