• Login
    • Join
  • Subscribe Free
    • Magazine
    • eNewsletter
    Checkout
    • Magazine
    • News
    • Exclusives
    • Labels & Packaging
    • Markets
    • Technology
    • Equipment
    • Supplies
    • Buyers' Guide
    • Events
    • Jobs
    • More
  • Magazine
  • News
  • Exclusives
  • Labels & Packaging
  • Markets
  • Technology
  • Equipment
  • Supplies
  • Buyers' Guide
  • Events
  • Jobs
  • Current / Back Issues
    Features
    Editorial
    Columns
    Digital Edition
    eNewsletter Archive
    Our Team
    Subscribe Now
    Advertise Now
    Top Features
    Paper Substrates

    Wine Labels

    Static Control

    Narrow Web Profile: OMNI Systems

    Digital and Hybrid Printers and Presses
    Breaking News
    Converter News
    European Label News
    Industry News
    Industry People
    M&A News
    New Products
    Expert's Opinion
    Live From Shows
    Top News
    Abbott Label installs Domino K600i dual bar digital UV inkjet printer

    Crossmark turns to Eagle Systems for cold foil

    Maxcess launches Tidland PressureMax Airshaft Pressure Monitoring System

    CP Printing adds Colordyne 3800 Series AP – Retrofit

    Edale names SMAG Graphique distributor in France
    Blog
    Video Bites
    Beauty & Personal Care Labels
    Beer Labels
    Beverage Labels
    Flexible Packaging
    Folding Carton
    Food Labels
    Glue-Applied
    In-Mold
    Industrial Labels
    Medical Labels
    Pharmaceutical Labels
    Pressure Sensitive
    Prime Labels
    Promotional Labels
    Security Labels
    Shrink
    Smart Labels
    Specialty Labels
    Spirits Labels
    Wine Labels

    Linerless labels help Belona assist meat product client

    Schreiner MediPharm and AARDEX partner for clinical trials

    Avery Dennison optimizes adhesives for pharmaceutical labeling

    S-OneLP adds to growing team

    INX International and VerifyMe sign supply agreement
    Africa
    Asia
    Australia
    China
    Europe
    India
    Latin America
    Middle East
    North America

    Abbott Label installs Domino K600i dual bar digital UV inkjet printer

    Crossmark turns to Eagle Systems for cold foil

    Maxcess launches Tidland PressureMax Airshaft Pressure Monitoring System

    VideoBite: Avery Dennison discusses acpo acquisition

    CP Printing adds Colordyne 3800 Series AP – Retrofit
    Flexography
    Digital Printing
    Prepress
    Finishing
    Sustainability

    Abbott Label installs Domino K600i dual bar digital UV inkjet printer

    CP Printing adds Colordyne 3800 Series AP – Retrofit

    PCMC launches fully modular digital conversion system

    Alphasonics unveils new plate loading system

    X-Rite announces new automated scanning products
    Digital Printers & Presses
    Flexo Presses
    Label Converting Equipment
    Label Finishing Equipment
    Prepress Equipment

    Abbott Label installs Domino K600i dual bar digital UV inkjet printer

    CP Printing adds Colordyne 3800 Series AP – Retrofit

    Edale names SMAG Graphique distributor in France

    X-Rite announces new automated scanning products

    MPS extends production floorspace
    Dies And Tooling
    Flexo Supplies
    Ink & Coatings
    Prepress Supplies
    Pressrooom Supplies
    Substrates

    VideoBite: Avery Dennison discusses acpo acquisition

    UEI names Ross Hutchison president

    Alphasonics unveils new plate loading system

    Avery Dennison optimizes adhesives for pharmaceutical labeling

    C&A debuts bitter tasting coating line for labels and packaging
    All Companies
    Categories
    Company Profiles
    Label Converters
    Trade Associations
    Add New Company
    International Buyers Guide Companies
    HP, Inc.

    Flexo Label Advantage Group LLC (FLAG)

    Martin Automatic Inc.

    Dantex Group

    Mechanical Specialties, Inc.
    Industry Events
    Webinars
    Live from Show Events
    • Magazine
      • Current & Past Issues
      • Features
      • Editorial
      • Columns
      • Digital Edition
      • eNewsletter Archive
      • Subscribe Now
      • Advertise Now
    • Breaking News
    • Buyers' Guide
      • All Companies
      • Categories
      • Company Profiles
      • Label Converters
      • Trade Associations
      • Add Your Company
    • Labels & Packaging
      • Beauty & Personal Care Labels
      • Beer Labels
      • Beverage Labels
      • Flexible Packaging
      • Folding Carton
      • Food Labels
      • Glue-Applied
      • In-Mold
      • Industrial Labels
      • Medical Labels
      • Pharmaceuticals Labels
      • Pressure Sensitive
      • Prime Labels
      • Promotional Labels
      • Security Labels
      • Shrink
      • Smart Labels
      • Speciality Labels
      • Spirits Labels
      • Wine Tables
    • Markets
      • Africa
      • Asia
      • Australia
      • China
      • Europe
      • India
      • Latin America
      • Middle East
      • North America
    • Equipment
      • Digital Printers & Presses
      • Flexo Presses
      • Label Converting Equipment
      • Label Fishing Equipment
    • Supplies
      • Dies And Tooling
      • Flexo Supplies
      • Ink & Coatings
      • Prepress Supplies
      • Pressrooom Supplies
      • Substrates
    • Online Exclusives
    • Slideshows
    • Experts Opinions
    • Videos
    • Podcasts
    • Infographics
    • Blog
    • Whitepapers
    • Events
      • Industry Events
      • Live from Show Events
      • Webinars
    • Jobs
    • Resources
      • Supplier Gallery
      • Literature Showcase
      • Homepage Showcase
    • About Us
      • About Us
      • Contact Us
      • Advertise With Us
      • Privacy Policy
      • Terms of Use
    Customer Service

    Costco shines as a model of consistent customer service

    ...

    Related CONTENT
    • S-OneLP adds to growing team
    • Wilson Manufacturing drives die development to assist label converters
    • Bobst strives to automate packaging value chain
    • S-One Labels & Packaging relaunches website
    • Macaran Printed Products names Tom Sargent EVP
    Mark Lusky04.07.17
    Between CRM technologies, customer-facing protocols verging on obeisant, and attempted customer service upselling, the customer service mindset is getting really confusing. There are data mining, tracking and training challenges galore.

    And that’s just for the customer service workforce. The poor customer often is left with a spinning head and/or feeling of just having been examined by aliens. That seemingly simple outreach to answer a routine label printing question, for example, can turn into a complicated conversation that asks for survey feedback along with queries about other wants or needs. Frustration ensues over the perceived needless complication of a simple request.

    For those exasperated by this state of customer service affairs, there’s an excellent model to follow. It’s one that has proven itself worldwide and has led to this specialty retailer shining brightly among many also-rans.

    Yep, it’s Costco. If you’re a devotee like me (actually, I border on addiction), you already have a picture of what I’m talking about. Besides bullet-proof return policies that dwarf anyone else in the big-box store arena, Costco just “gets it” at all levels of customer service interaction (and feedback).

    Following are Costco’s policies and procedures that just about any company can model to evaluate and improve their customer service efforts:

    Straight answers, no sizzle. As a rule, Costco customer service reps answer your questions, period. There are no phony, scripted follow-ups asking about your just-completed customer experience and what else they can do for you today. They figure, correctly, that customers will take the initiative to get more information if needed. And there is definitely no upselling.

    Translated to the rest of the business world, this means three requirements for the customer-facing service rep: a) listen closely and ask confirming questions if necessary; b) address the query as truthfully and completely as possible (and get back to the customer if needed to ensure providing the right information); c) ask if the response is sufficient. Flowery, long-winded commentary beyond that is not necessary and can be counter-productive.

    Common-sense alternative to survey mania. Just like any other company, Costco offers surveys and feedback systems. But, instead of slamming the customer with requests during phone calls, constant emails, and follow-up calls/texts, Costco employs “old school” methods. There is a “suggestion box” strategically located within stores, and occasionally they ask for feedback regarding a specific issue via snail mail. It’s non-intrusive, and allows the customer to respond if/when it’s convenient. The very clear message for all the survey-manic companies out there is to back off. Wanting to know how your customers feel and where to make improvements is extremely important, but use discretion in how and how often to reach out.

    Somewhere along the line, the corporate model switched from one of indifferent, even hostile, customer service to making the interaction as fulsome and full of purposes as possible. Customer service has, in too many cases, morphed into a sales and survey experience.

    Quit apologizing so much. This non-Costco customer experience can be infuriating: A customer contacts a service rep, upset and agitated. The first response from the rep is to apologize for the issue (usually in an obviously semi-phony scripted way). Whatever happened to addressing the problem straight-on, with a statement about doing everything possible to correct a deficiency? Customers typically don’t want apologies; they want resolution, or at least a sincere effort to get there.

    In contrast, Costco’s apologies are few and far between, and are appropriate to the situation – not a one-size-fits-all salve. Customer service reps are problem-solvers. Their demeanor is professional and generally friendly without being ingratiating. Of course, they don’t need to apologize a lot. Costco’s return policy covers most concerns.

    It’s a primary reason why they do so much business. Customers know they won’t have a tussle returning items, unlike many restrictive retail policies that make people think long and hard before making a purchase.

    They sell high-quality stuff. Costco vets its products exhaustively, meaning that both quality and customer confidence in that quality are high. Since part of customer service is to offer a superior product or service in the first place, this should be a no-brainer. But how many times do customer service exchanges occur because of quality deficiencies, followed by a draconian return (or perhaps no-return) policy that leaves the customer stuck?

    In the final analysis, making sure your products and services are all they can be, coupled with top-notch return guarantees, will solidify customer confidence – and longtime loyalty.
    By examining and following the Costco model, companies can achieve excellent customer service results without having to invest in a bunch of new technology or training.


    Mark Lusky is a marketing communications professional who has worked with Lightning Labels, an all-digital custom label printer in Denver, CO, USA, since 2008. Find Lightning Labels on Facebook for special offers and label printing news.
    Related Searches
    • label
    • digital
    • Label printer
    • resolution
    Suggested For You
    S-OneLP adds to growing team S-OneLP adds to growing team
    Wilson Manufacturing drives die development to assist label converters Wilson Manufacturing drives die development to assist label converters
    Bobst strives to automate packaging value chain Bobst strives to automate packaging value chain
    S-One Labels & Packaging relaunches website S-One Labels & Packaging relaunches website
    Macaran Printed Products names Tom Sargent EVP Macaran Printed Products names Tom Sargent EVP
    Kocher + Beck USA announces promotions Kocher + Beck USA announces promotions
    PCMC names Andy Piotter new business development manager PCMC names Andy Piotter new business development manager
    Labels in 2021: inform or entertain? Labels in 2021: inform or entertain?
    ProMach strengthens flexible packaging business ProMach strengthens flexible packaging business
    Summa names new managing director Summa names new managing director
    Rotocon expands into Asia Rotocon expands into Asia
    L&NW’s top headlines of 2020 L&NW’s top headlines of 2020
     Resource Label Group acquires Labels West Resource Label Group acquires Labels West
    Jon Galvan joins Colordyne Technologies Jon Galvan joins Colordyne Technologies
    Benjamin Danon named new CEO at Dantex Group Benjamin Danon named new CEO at Dantex Group

    Related Customer Service

    • Labels in 2021: inform or entertain?

      ...
      Mark Lusky 01.28.21

    • Pandemic creates label ‘silver linings’

      ...
      Mark Lusky 11.12.20

    • Make your labels comprehensive and concise

      ...
      Mark Lusky 10.09.20


    • Consumers need to do their part to ensure product health, efficacy

      ...
      Mark Lusky 09.02.20

    • ScentsAbility candle labels inspire, touch the heart

      ScentsAbility candle labels inspire, touch the heart

      Some organizations are expanding their messaging to inspire and motivate consumers.
      Mark Lusky 07.13.20

    • Paying close attention to labels is critical right now

      ...
      Mark Lusky 06.04.20


    • Review, rethink label claims in light of coronavirus

      ...
      Mark Lusky 04.03.20

    • Capitalize on the FDA’s push for bigger, bolder labels

      Giving people easily deciphered and digested information about what they’re consuming has become key to health and safety.
      Mark Lusky 03.05.20

    • Customer Service Drives

      2020 Label Printing Advancements
      Mark Lusky 01.31.20


    • Great products and branding make a powerful pair

      ...
      Mark Lusky 11.15.19

    • Labels can meet many customer service needs

      ...
      Mark Lusky 10.11.19

    • Tiny type labels do not serve customer interests

      ...
      Mark Lusky 09.06.19


    • Emulate showcases why label design,print quality are so important

      ...
      Mark Lusky 07.10.19

    • Food labels often hype instead of help

      ...
      Mark Lusky 05.31.19

    • Make labels do more to inform, inspire customers

      ...
      Mark Lusky 04.05.19


    Trending
    • Xeikon Launches Two New Digital Label Printing Presses
    • Abbott Label Installs Domino K600i Dual Bar Digital UV Inkjet Printer
    • Alphasonics Unveils New Plate Loading System
    • Dantex Set To Install First PicoJet Digital Press In US
    • Avery Dennison Optimizes Adhesives For Pharmaceutical Labeling
    Breaking News
    • Abbott Label installs Domino K600i dual bar digital UV inkjet printer
    • Crossmark turns to Eagle Systems for cold foil
    • Maxcess launches Tidland PressureMax Airshaft Pressure Monitoring System
    • CP Printing adds Colordyne 3800 Series AP – Retrofit
    • Edale names SMAG Graphique distributor in France
    View Breaking News >
    CURRENT ISSUE

    January/February 2021

    • Paper Substrates
    • Wine Labels
    • Static Control
    • Narrow Web Profile: OMNI Systems
    • View More >

    Cookies help us to provide you with an excellent service. By using our website, you declare yourself in agreement with our use of cookies.
    You can obtain detailed information about the use of cookies on our website by clicking on "More information”.

    • About Us
    • Privacy Policy
    • Terms And Conditions
    • Contact Us

    follow us

    Subscribe
    Nutraceuticals World

    Latest Breaking News From Nutraceuticals World

    Low Levels of Vitamin D and Calcium Linked to COVID-19 Severity
    Probiotic Evidenced to Assist Digestive Recovery from a Complex Surgery
    AHPA Submits Comments to FDA on Proposed Traceability Rule
    Coatings World

    Latest Breaking News From Coatings World

    Chromaflo Technologies Adds Benjamin Woeste as Territory Sales Manager
    AOC Announces EMEA Price Increase
    Mule-Hide Products Co. Introduces Seal-Fast Liqui-Flash
    Medical Product Outsourcing

    Latest Breaking News From Medical Product Outsourcing

    NAMSA Acquires American Preclinical Services
    Quidel's QuickVue At-Home COVID-19 Test Earns EUA
    Memic Receives FDA Marketing Authorization for Hominis
    Contract Pharma

    Latest Breaking News From Contract Pharma

    Fusion Pharmaceuticals Acquires IPN-1087
    Strata Oncology Unveils Strata PATH Trial
    Alimentiv Acquires McDougall Scientific
    Beauty Packaging

    Latest Breaking News From Beauty Packaging

    IT Cosmetics Supports Women’s Confidence
    Inter Parfums Reports a Strong Fourth Quarter
    Universal Engraving Announces New President
    Happi

    Latest Breaking News From Happi

    Croda International Acquires Alban Muller
    Givaudan Active Beauty Launches Omegablue
    Sozio Acquires Scentessence
    Ink World

    Latest Breaking News From Ink World

    Massilly North America Adds Koenig & Bauer MetalStar 3 Metal Decorating Press
    Hydrocarbon Solvents Market to Surpass $8.1 Billion by 2030
    Access Direct Mail Doubles Revenue with SCREEN's Truepress Jet520HD
    Label & Narrow Web

    Latest Breaking News From Label & Narrow Web

    Abbott Label installs Domino K600i dual bar digital UV inkjet printer
    Crossmark turns to Eagle Systems for cold foil
    Maxcess launches Tidland PressureMax Airshaft Pressure Monitoring System
    Nonwovens Industry

    Latest Breaking News From Nonwovens Industry

    Domtar Completes Sale of Personal Care Business
    Mitsui to Sell Chinese Nonwovens Business
    Dr. J's Disinfectant Wipes Approved for Distribution in CA
    Orthopedic Design & Technology

    Latest Breaking News From Orthopedic Design & Technology

    FDA Approves Accufix Surgical's Accu-Joint Hemi Implant
    FDA OKs Q-Collar Device to Protect Athletes’ Brains During Head Impacts
    SeaSpine Releases Reef TO (TLIF Oblique) Interbody System
    Printed Electronics Now

    Latest Breaking News From Printed Electronics Now

    Comercial Kywi Improves Customer Service, Front-Store Operations with Zebra Mobile Solution
    Global Printed Circuit Board Market Projected to Reach $69.32 Billion by 2027
    Global Smart Glass Market to Register 6.8% CAGR Between 2021-28: Grand View Research

    Copyright © 2021 Rodman Media. All rights reserved. Use of this constitutes acceptance of our privacy policy The material on this site may not be reproduced, distributed, transmitted, or otherwise used, except with the prior written permission of Rodman Media.

    AD BLOCKER DETECTED

    Our website is made possible by displaying online advertisements to our visitors.
    Please consider supporting us by disabling your ad blocker.


    FREE SUBSCRIPTION Already a subscriber? Login