Developing Customer Service Skills For 30+ Years
Handling The Know It All Customer Learn How To Deal With The Know It All Customer Every once in a while you’ll come across a customer who thinks, rightly or wrongly, that s/he knows more about something than you do, and is intent on “proving…
Any break in the chain that creates customer experience can destroy customer satisfaction, so you have to look at the entire customer chain Why is a systems approach so important to improving customer service? The first thing to understand is that the perceptions of excellent…
Everyone acts badly on occasion, and the majority of your angry customers are probably just like you: normal people who get frustrated Is Angry and Hostile Customer Behavior A Result of Their Personalities? Think about some the difficult customers you have encountered.. What did they…
Identifying barriers to improving company quality service Understanding The Service Quality Gap Model The Service Quality Gap Model is a broad model that describes the barriers that companies face in the real world in terms of providing service perceived as high quality. It should not…
GAP Model of Customer Satisfaction Too Simple To Be Useful The Gap Model Of Customer Satisfaction At least in theory, customer satisfaction levels are important for their assumed ties to customer retention, profit, and so on, although those relationships are rather complex. Also companies don’t…
Focus On Process, NOT Fixing Your Staff Yields Much Better Service Should Companies Try to Improve Their Service By Getting Better People, or Building Better Processes One of the mistakes companies make is thinking that “if only they could get better staff”, their service levels…
Facebook’s model involves gathering information about you and your customers and “selling” the opportunity to advertise to them to other companies How Does Facebook Make Money, and Why Should I Care? Do you want to have the information about your customers in Facebook’s hands? Are…
Three different metrics approaches to customer experience measurement Measuring The Customer Experience – 3 Ways If the goal is to improve customer experience, then it makes sense to measure it, but it’s not immediately clear how to go about it. In fact there is no…
Is there really any way of knowing whether customers have become more demanding? Do customers have higher customer service expectations now as compared to twenty years ago? There is little doubt that customers WANT more from the companies and company employees they deal with, than…
Refusing A Customer Request For You To Make An Exception Customers are always asking for exceptions, since they feel their circumstances are somehow special. The “Can’t you do this just this once” request is one that can be annoying to you, because it’s either whining,…
