Diffuse An Exploding Client With Customer Service Excellence
When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity and let customer service excellence prevail. […]
Read More Forgetting Customer Service Skills Puts High Loyalty At Risk
I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them enthusiastically to others, buy from them repeatedly and rarely challenge them on price. But there […]
Read More Accident Reactions Say A Lot About Customer Service Quality
Imagine you are the manager of a fast-food service restaurant. A mother comes in for lunch with her young son. Half way through the meal the child knocks his drink on the floor creating a […]
Read More Settling The ‘Case’ To Improve Customer Experience
I wrestled with a computer manufacturer about a technical issue that required a simple solution. During the process, I made suggestions on how the company could improve customer experience and its procedures. Time dragged on […]
Read More Turn Provocation Into Pleasure To Improve Customer Experience
I appreciate it when people disagree with me. It shows they are thinking hard and often opens the door to new insights and learning on both sides. Sometimes, though, the other person puts a sting […]
Read More As Much As Possible, Forgive Them And Let Customer Service Skills Shine
A busy restaurant manager attended my seminar on creating “customer delight.” Soon after, she wrote to me directly, asking this most appropriate question about how to use good customer service skills in a bad situation: […]
Read More Customer Service Training Should Cover Handling Customer Abuse
Have you ever seen a customer who curses and screams, threatens, bangs the counter and throws things about? I have, and it’s not a pretty sight. An upset customer is understandable. An abusive customer is […]
Read More Don’t Be A Softie…Squeak To Help Enact A Customer Service Improvement!
I advocate living in an appreciative manner. It spreads goodwill and attracts good service. But wait! I’m not suggesting you simply float in a cloud of good feelings hoping that everyone serves you well. Sometimes […]
Read More Managing Complaints To Improve Customer Satisfaction
Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff. Pay attention to complaints and you can improve customer satisfaction for the better. Is your “complaint management system” […]
Read More Pain-In-The-Necks Challenge You To Measure Customer Value
Everyone has customers who complain. Complaining customers tell you what you’ve done wrong and how you can improve. If you measure customer value and decide to work to keep them happy, they will keep you […]
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