Archive for Customer service
Don’t Ruin Customer Service by Blaming Staff
What do you think when you do business with a place that blames it staff specifically when something goes wrong? Yes, we know someone messed up, but does that particular person need to be singled out? Here are my thoughts on that……… Please comment below and share yours…..
Loyal Customer Relationships – Do You Derail It Before You Even Start?
Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after the initial contact. Customer service is connecting the person with the product. It’s about making sure that clients know that we value their business, even if they have not yet had a business transaction with [...]
Telephone Skills Relating to Customer Service
Can customer satisfaction and retention really be impacted by the telephone skills we display? Using the phone for business is a necessity across all industries. Anyone who is in business has some percentage of their business coming through the phone, whether it is the initial phone contact to inquire about your products and services, or [...]
Birthdays are a Great Time to Reach Out to Customers
Today is my Birthday and I have a short customer service training video to let you know what two of my vendors did to impress me…… So, as I’m off to Ann Taylor to redeem my coupon, they gave me the incentive to spend more money with them. So, we all win – I get [...]
Customer Service Skills Make an Impact on Profits
Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference last weekend and found it interesting that so many business leaders and owners were a bit surprised to realize the financial impact that delivering excellent customer service can make in their business – either positively [...]
When Customers Smile & Engage, Better Service is Delivered
As a follow up to yesterday’s post, I want to post a great example that happened to me personally yesterday afternoon. Today is my daughter’s birthday and we went to Blockbuster video to rent any movie that she wanted. When we approached the counter, I was told that I had a $ 0.40 balance. I [...]
What Responsiblity Does the Customer Have in Service?
Are customers responsible for the service they receive? Unless you’ve been living in a literal cave for the past few days, you’ve all heard about Steven Slater. He’s the Jet Blue airline attendant who blew his stack when a passenger “allegedly” deliberately hit his head with her oversized bag as he was trying to help [...]
Customer Service, Core Values, and Leadership – Walk the Walk
Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched. I’m posting this not only to get your feedback, but also because it is the crux of several conversations I’ve had with clients this week. We’ve been improving customer service training and focusing on customer satisfaction. It [...]
Improving Customer Service – The Three Most Important Things
I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary into the extraordinary. During our conversation, he gave me his answer that many of my clients and small business owners ask regarding trying to improve the customer experience through service. KE: What are three things [...]
Customer Service Impacting Stock Performance?
Deliver excellent customer service and experiences, watch your stock value rise! Finance has historically been a bit removed from the overall focus on Customer Experience Management, improving customer service, and the customer retention rates. The bottom line and stock performance have been exact measurable benchmarks that they can report to the shareholders and management. Lately, [...]
