Archive for good customer service
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 [...]
Small Stores Trump Big-Box Stores in Service
Why are some small specialty stores having their best year ever? Because more consumers than ever are putting an emphasis on customer service to determine where they do their shopping. The smaller stores recognize that they may not be able to beat the larger stores in price, but they can more than make up for [...]
Celebrate and Share Your Customer Service Efforts – with Worms
Customer service and satisfaction consultants often advise clients to share and celebrate our successes. It’s wonderful when someone on our team has done something far above and beyond their responsibilities to deliver excellent service for a customer. I advise clients to do this on a regular basis during every staff meeting. By sharing successes, it [...]
“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 [...]
Personal Touches Win Business Every Time
Customer service training should always include the personal touch and being on the lookout for the little things that make a difference to your customers. I interviewed a fellow attendee at a recent conference about the things that bring her back to a business and the things that will drive her away. Lain will tell [...]
Staff Recognition Ultimately Benefits Your Customers
Want your staff to improve their customer service skills and deliver excellent service? Then give them a pat on the back for their efforts. All small business owners dream of having stellar customer service marks, increasing profits and customer retention, and developing sustainable customer loyalty. One way to practically ensure these outcomes is to value [...]
Train Your Staff to Improve Like Athletes – Continually
When athletes break their own records or win that “big game”, do they stop training for the next event? No. Should your customer skills training stop once the staff member has started working in their position after the initial training? Absolutely not. In order to keep your staff at the top of their “game,” continual [...]
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. [...]
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 [...]
