Showtime was honored with a record-breaking seven wins at the 62nd Primetime Emmy Awards on August 29, 2010 – more original series wins than any other cable network. GS is proud to have Showtime as a client and wishes them continued success. And not just because we are addicted to The Tudors, Nurse Jackie, and Weeds. Visit the Showtime site for full details on their exciting win.
Sometimes it feels like customer service has gone the way of chivalry, doesn’t it? When’s the last time someone at the checkout stand or in the drive through actually cared enough to make your experience pleasant, much less took responsibility if your experience wasn’t??
As irritating as the lack of good customer service may be, it’s also a reminder that those of us in the client services sector are, in essence, providing customer service as well. That means we need to work to be responsive, accountable, cheerful, and more, and it also means that when we screw up, we need to know how to deliver an authentic message do assure the injured party that we are aware of our mistake and will work to fix it, however that may be.
And to that point, I thought I’d share what I feel the critical steps are in making an elegant, genuine apology. Feel free to apply as needed in both personal and professional interactions. If the steps outlined don’t go far enough, maybe you should consider learning the Japanese art of ceremonial bowing to up the ante.
1) Describe the situation.
2) Acknowledge the damage done and take responsibility for your part in the situation.
3) Express your regret.
4) Reassure the injured that the situation won’t be repeated and (in the best case) indicate what steps you’ve taken to ensure that.
5) Offer some form of restitution whenever possible.
6) Request forgiveness.
This week, The Man Your Man Could Smell Like, a.k.a. the Old Spice Man, became the first Social Media superhero. He accomplished this by taking the social web by storm as the star of a viral campaign that churned out clever, cheeky video responses to individuals who had tweeted, blogged, or otherwise referenced the man or the brand. A total of 184 of them over the course of two days. Wow. Game-changing.
Wondering where your users are spending their social time online? Check out this great infographic from Ethan Bloch of Flowtown. It breaks out traffic to the most popular social media sites based on income level, sex, education level, and age.
