Customer Service Recovery

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. […]

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 […]

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 […]

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 […]

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 […]

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: […]

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 […]

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 […]

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” […]

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 […]