Archive for improve customer service
Customer Intimacy – What is it About Our Product?
When we are looking to increase customer satisfaction and loyalty through customer intimacy, it again boils down to asking questions of your customers. You know you have a good quality product. You know you provide pretty good service. But do you really think it’s a case of “Build It and They Will Come?” You need [...]
Customer Intimacy – Who ARE your customers?
Increasing customer satisfaction through customer intimacy depends on one very important thing – How well you know your customer base. Who is it that is doing business with you? This may seem very basic and rudimentary, but it is actually one of the factors that most businesses have taken the time to ask themselves. We [...]
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 [...]
Huddles Pay Off BIG in Football and Customer Satisfaction
Successful customer service and football. What do they have in common? They both rely heavily on huddles. Think about it. In football, the huddle is when the play and strategy is discussed. It’s when they make sure that everyone has what they need to make the play and score the touchdown. The exact same thing [...]
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 [...]
Increase Customer Satisfaction by Managing Expectations
Manage the Customer’s Expectations Up Front When customers first begin to do business with you, they will have their own expectations and hopes regarding your product and service delivery. The best way to make sure you are seen as reliable and deliver on promises is to educate them from the beginning what to expect from [...]
“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 [...]
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 [...]
