Archive for cultural mindset
Customer Service Provides Value
Recognize the Big Picture…. I was recently paying a bill to a medical group with whom my family seeks medical care. The Billing Specialist commented that she was feeling a little burned out with her job and wished she could make a difference for people. She Didn’t Recognize Her Value I told her that she [...]
How to Make Your Customers WANT to Give You Money
I’m thrilled to present a guest blog post from one of my favorite sites www.FlyingPigCommunications.com and speaks directly to the experience we all desire to create for our customers. by Laura Petrolino In these tough economic times, it may seem like a false hope to create an environment where your customers not only freely pay [...]
Improve Customer Service by Holding Staff Accountable
Dear Manager, Managing the customer experience and my ability to improve the customer service I deliver will now be my main focus in the upcoming year. My supervisor just gave me my annual performance evaluation and I noticed that 50% of the review focused on customer service and a customer centric culture. At most companies, [...]
Customer Experience Management – Practice What You Preach
Dear Employer – Customer Experience Management has been a hot topic around our company lately. You have been giving us many motivational talks about it, but there is something that would really help us out – leading by example. You serve as a role model to us. If you disregard the customers, focus only on [...]
Guest Blog Post – The Customer Centric Leader
Guest Blogger – Jennifer V. Miller Many companies aspire to customer service greatness, but few achieve it. Why? One reason is that it’s not part of the company’s culture. Oh, sure, it’s on banners in the break room and the company hired that fun inspirational speaker for “Customer Service Week.” But it’s not really [...]
Are You a Stodgy Professional or a Real Problem Solver?
In putting the final touches on a presentation I’m making later this afternoon, I recognize the fact that I need to really build rapport with the group that I am working with. I am new to them and they may not embrace doing a SWOT analysis late in the afternoon. I do have a few [...]
Offer to Make Your Customer’s Load a Bit Lighter
Yesterday I had two great customer service experiences. Two completely different scenarios, but the same premise of providing excellent customer service in such a way that clearly increased my satisfaction with the experience. I have an iPhone which means that my cell service is through ATT. I have heard so many horror stories about the [...]
Welcome Customers into Your Home
I was having a morning meeting to review upcoming products at my favorite local coffee house, Epic Coffee in Rockford, MI. I had the opportunity to meet the owner, Sarah, and complimented her on the success of the shop and the great feeling I always get when I am there. She thanked me for the [...]
Customer Satisfaction is Your Fault or Your Glory
I was recently speaking with someone about the people in their organization and how to increase the drive to deliver excellent service. The discussion revolved around two main issues that are relevant in ANY organization – 1) Customer Service and Satisfaction is a trickle down effect starting with the CEO and management that is a [...]
Do Your Core Values Result in Customer Satisfaction and Service?
Core Values – many of us have heard the term, but do we really know what they are or mean? Core Values are those values by which you and your company are driven by. These determine who you are and what you stand for. The Core Values don’t necessarily have to do directly with your [...]
