Developing Customer Service Skills For 30+ Years
Trying to use social media doesn’t mean companies are succeeding at improving customer service via social media How are companies trying to use social media platforms to improve customer service? You are probably aware that companies are using social media platforms to try to communicate…
Share data and metrics with customer facing staff if you want a customer focused organization. Should managers and executives share customer service metrics with customer service staff? The simple answer here is YES. The complex answer is YES, too. There is a very strong tendency…
Most customer service training is way too superficial and misses many important skills What Should Customer Service Training Include? One essential in improving customer service and customer service skills is to ensure that your employees have the necessary skills AND knowledge to provide a satisfactory…
A list of possible customer situations customer service resps should be taught to deal with What Types of Customer Service Situations Should Employees Be Trained in and Prepared For? Customer service representatives need to be able to deal with both routine and non-routine customer service…
A poor premise on which to base customer service strategies Why Is “Respecting The Customer” A BAD Idea Over and over, I hear customer service “experts” tell people that it’s necessary to “respect your customers” or suffer the consequences. This advice is not only useless,…
There are much more important elements in customer service than creating delight and wowing the customer Why Are Consistency, Reliability and Predictability So Important In Customer Service? Customers want and need a sense that the service they receive will be excellent each and every time…
Customers do nothing in the face of poor service, which is why we have so much of it Do Customers Put Up With Poor Customer Service, and If So, Why? This is one of the most misunderstood aspects of customer behavior, that leads companies to…
Don’t be stupid. There is no “ultimate put down” for rude customers and you always lose I Keep Trying To Find The Ultimate Put-Down For Rude Customers. Is There One? First, to answer the question, no there isn’t one. Second, while the desire to retaliate…
Leading Customer Service Teams Function Vs. Purpose: Successful Leaders Teach Both To Their Customer Facing Staff One of the things that separates out the mediocre supervisor and the excellent one in terms of building high performing customer focused teams is what they focus on. The…
Proactive use of social media means not waiting until you have a complaint to reach out, but involves a lot of monitoring your brand’s mentions What Is Proactive Use of Social Media For Customer Service? Proactive customer service means that you don’t wait for a…
