Transforming the Customer Experience
Improving The Customer Experience Through Excellent Service & Training
Company, department, and team meetings are the perfect opportunity to demonstrate the commitment to the customer. Often, meeting agendas focus on issues important to leadership, housekeeping issues, new policies, etc and hopefully – customer issues make it on the agenda before “Open/New Items” if they are mentioned at all. And, if you are lucky, it [Read More]
As a business coach for companies, both large and small, that want to deliver a customer service experience to bring in more money from their customers, I’m often asked “Where do I begin?” It’s just like eating an elephant… One step at a time. Successful companies follow seven systematic steps when 1. Developing a complete [Read More]
Last night as I waited for my daughter at dance class, I joined a group of other moms that were waiting. One was lamenting about how unhappy she was with two of her coworkers. Apparently, it had been a really rough day… “They just stir the pot and make it such a negative environment. There are only [Read More]
Since you’ve been reading my posts for quite a while, you’ll most likely remember that one of the things that we talk about often is how well you treat your teams. Treat your internal teams as well as you’d like them to treat your paying customers, if not even better. Now, there are many examples [Read More]
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 [Read More]
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 [Read More]
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 [Read More]
Dear Customer Service Leader: It’s us, your staff. You’ve been talking to us lately about how we should focus on improving customer service with our company. So, in order to do that, we’ve compiled a list of things that we need from you to help us deliver excellent customer service. OUR TOP 10 WISH LIST [Read More]
Unless you’ve been living under a rock, you are most likely more than aware of the trials that Toyota has had recently in regard to their gas pedals. It has gotten so bad that they have stopped production of affected vehicles, had dealers in a “Stop Sell” mode, and have suffered financial losses as a [Read More]
Dear Manager, In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do. How do you want us to act? Is there a specific way that we should greet our customers? [Read More]
