Good Manners & Good Business.

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30 yrs. in the customer service industry, I can be a bit critical. When it comes to customer service, I’m jaded; more often than not, I am frustrated with poor service.

But now and then, I am amazed when a firm goes the extra mile. They create loyal fans with small acts that make huge differences.

One firm has seized my loyalty this past year.

I was looking to buy a guitar amp and was referred to “Sweetwater”. I went to their website and found the amp I wanted. Within seconds, I got an email confirming my purchase. Within minutes, I had a call thanking me for the purchase. The representative was polite, referred to me by name, knew my order, and acted like I was the only customer he had all day. He confirmed my shipping address, and he gave me a tracking #.

When my amp arrived, I had a voicemail asking if I had received the item and if all was good. I called back, and we had a pleasant conversation about the amp and other band items that I may be interested in.

This firm went the extra mile and made an effort to personally connect with me, a customer, to say thank you for your order.

I’m now a raving fan and have made other big purchases. Have you ever called a customer just to say thank you? If not, you should!

#artcoombs #author #writer #publicspeaker #business #humanconnection #leadership #leadnotmanage #ceomindset #leader #businesstip #startups #culture #personaldevelopment #storytelling #selfhelp #ethics #management #entrepreneurship #thankyou #givethanks #customerservice #customerserviceproblems #sweetwater

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During the past twenty-five years, Art has worked in leadership positions with a number of global firms and their call/BPO centers worldwide. Currently president and CEO of KomBea Corporation, Art has served for more than a dozen years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.
Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.

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