Developing Customer Service Skills For 30+ Years
Customers Who Lie. Customers Who Exaggerate How Can I Correct A Customer Who Is Exaggerating? Customers will often exaggerate to make their situation sound more serious than it is, or to put themselves in a positive light. While customers can do this intentionally as a…
Compilation of the essential customer service skills every representative should be learning What Are The Most Essential Customer Service Skills? What are the essential customer service skills needed so that employees and customer service representatives can provide excellent customer service? There are a lot more…
Understanding how anger escalates can tell us a lot about how to prevent escalation and start defusing What Is The Escalation Cycle, and How Does It Apply To Angry Customers? Getting caught in the escalation cycle with a customer is one of the worst things…
The big winner in defusing an angry customer is the customer representative! What’s In It For Me (the employee) For Delivering Excellent Customer Service? So, you don’t get paid a whole lot, and the working conditions may not be the best, so why bother trying…
A way of encouraging angry customers to “let go” of their anger and work to solve the problem What Is The “Distraction Technique” and What Is It Used For? The Distraction Technique is one of a family of verbal self defense techniques we teach readers…
Customers don’t want just ONE thing, but we can have an almost flawless view of what’s important to the vast majority In a nutshell, what do customers want, and what is “good customer service” for them? If you want customers to perceive that you are…
“The customer is always right” originated as a MARKETING SLOGAN and nothing more Who Coined the Phrase “The Customer Is Always Right”? Perhaps the most quoted phrase about customer service is “the customer is always right”. Unfortunately, not only is it a rather meaningless expression,…
Importance of social media as part of customer service is hugely over-estimated, and by and large, an illusion Will my company lose business if we don’t use social media for customer service? There is no credible evidence or research to show that you will lose…
ONLY executives and managers can build a customer-centric culture. There is no delegation. What is management’s role in building a customer service corporate culture? Quite simply the responsibility for creating and maintaining a customer service oriented culture in any organization must rest with executives, managers…
Choosing the wrong customer service metrics can destroy a customer centric culture or prevent it from developing Can measuring the wrong things guarantee a broken customer service culture? One way companies send a message about the value of customer service to employees is through what…
