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November 2015

Is Customer Service Outdated?

Is Customer Service Outdated?Thousands of books and articles have been written on the topic of customer service. Executives and marketing departments constantly tout the importance of providing superior service, and everyone seems to agree that it is essential to long-term business success, especially in today's competitive marketplace. Why then don't more companies deliver?

Four rules crucial to delivering winning customer service:

  • Rule #1: Listen! When customers complain there is a reason. More importantly, it is an opportunity to learn something, so hear them out without interrupting or arguing.
  • Rule #2: Don't take it personally. Customer complaints are about products or service that did not live up to their expectations or the marketing hype. Taking it personally, getting defensive, or getting angry only makes the situation worse.
  • Rule #3: Offer a sincere apology for the inconvenience. Put yourself in your customer's shoes. Remember what it feels like when something you have purchased did not do the job it was supposed to, or caused an even bigger problem than the one it was supposed to solve.
  • Rule #4: Never say, "It's not my job or my department or my responsibility." If you work at the company that made the product or sold the service - it is your job! Make a personal commitment to do whatever it takes to fix the problem even if it is not in your job description.

Customer service excellence has always been and will always be one of the critical competitive advantages for any business.

Copyright 2014. Reprinted with permission from Wold's Retail & Consumer Tips, mail to:

Quick Industry News


My Fun Colors My Fun Colors offers fast-selling fashion jewelry at great margins on its new OmegaNet wholesale website. Based in Colorado Springs, CO, the company was launched in September, 2012 when an international airline captain and a 20 year jewelry industry veteran joined forces to bring a hot, new jewelry program to the market.

CAMEO EZ© is the B2B e-commerce system developed by OmegaNet Inc., publisher of this newsletter, for use by retailers in ordering inventory for their stores. A partial list of CAMEO EZ sites can be found at the company's portals such as,,,,, and A complete list of sites is available in the "Directory" on