Transforming the Customer Experience
Improving The Customer Experience Through Excellent Service & Training
Handling customer issues is one thing. Handling customer issues in the world of social media is something else entirely. No one likes to receive criticism, but you can turn it around and win both the loyalty of the complaining customer and those watching when you handle things correctly in the transparent world of Facebook, Twitter, [Read More]
Don’t hoodwink your customers! It’s not a good business practice , it’s terrible customer service, and it’s just morally the wrong thing to do. Usually on Monday’s I try to find an upbeat story to blog about. But, I found this story and it really bothers me. The original story can be found here for [Read More]
The unhappy customer who is complaining We’ve all had them. Some yell, some cause a scene, some silently simmer. Believe it or not, it is a very good thing to have a customer that is unhappy because you have the opportunity to regain their trust and even turn them into one of your most loyal [Read More]
Resolving a customer complaint isn’t just about handling the issue, it’s the way you handle the issue. Customer satisfaction and customer retention depends on it. Here is how one unsuspecting restaurant lost a customer for life. My family and I were on a weekend getaway in northern Michigan and stopped in at a restaurant to [Read More]
Customer Complaints? Don’t Push Them Off I recently came across an article that had the perspective that an answering service is a helpful way to diffuse customer complaints. The article, Why An Answering Service is an Excellent Option to Diffuse Customer Dissatisfaction stated that having a 3rd party resource to handle complaints would be advantageous [Read More]
Customer service often requires proper handling of mistakes. We all make mistakes. Admit it, you do. Your company does as well. And, although we all have those customers who are inconsolable when we makes mistakes, you’ll find that most customers are fairly understanding of the mistake when you handle it properly and make it better [Read More]
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 [Read More]
