Archive for August, 2008
Establishing Superior Customer Service is a PROCESS, not an Event
In speaking with many companies, I am frequently told “Oh, we have customer service under control. We put our staff through training when they are hired. We even have training programs that we occasionally have for our staff. They really enjoy those events.” Holding Customer Service Training Programs for your staff is an excellent idea [...]
Even with technology and data, the human touch is critical
In a recent article by Joseph Michelli, the benefits of being able to anticipate the needs of the customer and providing an exceptional experience were covered. The case was made that a company can have all of the data and technology in the world, but what distinguishes the successful companies is the customer experience. In [...]
Under Promise – Over Deliver
Have you ever been upset when a company makes a promise that it doesn’t fulfill? This is one of the easiest ways to lose customers. Otherwise known as “Over-promising and Under-delivering”, this demonstrates the company’s lack of commitment to follow through and satisfying the needs of their customers. If your company recognizes the importance of [...]
