Archive for Customer service
Empathy Counts with Upset Customers
Managing upset customers revolves around one thing – empathy. Instead of offering solutions first, identify with your customer and recognize that they are upset about the inconvenience and hassle in fixing the issue much more so than the issue itself. Also, remember that the issue itself does not define you or your company, the way [...]
Customer Service Week – All Done? No Way!!
So, now that you’ve received some strategies to increase your customer service and raise the satisfaction levels of your customers, now what? Keep the Momentum Going!!! Just because Customer Service Week is over, by no means should you stop paying attention to your customers. If anything you should strive to treat them better every day [...]
Improve Customer Satisfaction by Getting to Know Your Customers
There are two main reasons for getting to know your customers. Many businesses are thrilled for the sale and make that happen easily, then move on to the next customer. Here are my two reasons why it’s essential. It’s Good Business You need to find out who your customers are to make sure you are [...]
“Mom, She Talked to ME!”
This morning I took my seven year old daughter to the oral surgeon for a frenectomy. While it is a relatively easy and painless outpatient procedure, the fact that it involved a needle was enough to get my daughter a little nervous. It didn’t help that her big brother did his brotherly duties of scaring [...]
Got an Attitude About Customer Service?
Are you thinking that good customer service is a lost art these days? Many people do. I’ve found one thing that seems to be the sole driving factor as to whether or not good customer service is delivered to the satisfaction of customers – attitude. The attitude and work ethic of today’s workforce is essential. [...]
Customer Service Issues? Try Managing the Customer’s Expectations
Not adequately managing the expectations of the customer can have a negative impact on their decision to do business with us again. Are you losing business because the perception of the customer is jaded due to their own expectations? Often, business seems tedious because we deal with many customer service issues. We ask ourselves why [...]
Is Customer Loyalty Unattainable?
I was asked to review an article post written by a colleague in my field. The premise was that customer loyalty is a thing of the past. His point was that consumer demographics have changed, the economic situation has created a different mindset, and that while customers are looking to form relationships, we, as business [...]
Win Customers Back by Delivering Excellent Customer Service
“We’ve had customers leave us because of a lower price, then return to us because of the better service we provided.” This is a direct quote from my interview with Todd Wilson, owner of a lawn care service. He knows that customer value the personal touch and follow up, so he is determined to be [...]
Poor Customer Service – Whose Fault is It?
Who is to Blame for Poor Customer Service – Management or the Staff Themselves? This was the question posed on a Customer Experience Management discussion forum board. While on the surface I can see that this question can be answered both ways, it really comes down to one party’s responsibility – the management. Management sets [...]
5 Star Customer Service at the Apple Orchard
Small businesses have just as much to gain by superior customer service as large companies do. I was out today with my three children finishing up some last minute school supply shopping (yes, I am that mom). We took a route home that would take us by the Schwallier’s Apple Orchard where our family makes [...]
