Developing Customer Service Skills For 30+ Years
Price is often denigrated as an important determinant of where people shop. And that’s wrong. Price and Customer Wants and Needs: Where Does It Fit? If you read the survey research on customer desires, you’ll find that often, price is towards the middle of bottom…
What Is “The Customer Expectation Paradox?” The “Customer Expectation Paradox” has to do with the difference between what customers WANT, and what they have learned they are going to receive from the companies they do business with. It goes like this: While customers want more…
Giving Bad News To A Customer Ways Of Informing A Customer An Item Is Out of Stock It’s normal for customers to be disappointed when they are looking for an item, and find out that it’s not in stock. Of course, it’s the staff on…
No Customer Service Metric Is Perfect Net Promoter Score: Flawed? Useful? What Is It? In the quest for finding a simple and affordable method of determining how good companies are at creating loyal customers, the Net Promoter Score was developed by Fred Reichfield around 1983….
Where companies go wrong when trying to measure the quality of customer service What Common Mistakes Are Made When Choosing Customer Service Metrics? There’s a wide range of metrics of factors that can be measured to determine customer service quality. Unfortunately, many companies actually choose…
Customer service appears to have changed a lot, but has it really, since 2000? Superficial Changes Abound For Customer Service, But Few Bottom Line Changes Experts in customer service, often self proclaimed, and customer advocates feel that technological changes – primarily social media, but also others,…
How human evolution places limits on how technology affects customer service Human Evolution Makes Us Social Creatures Who Still Prefer Face to Face Many species who are less physically able to deal with stronger predators evolve to rely on socialness to defend themselves. They run…
THE technological breakthrough that will revolutionize customer service When Will Technology Actually Improve Customer Service? We have all kinds of technology in the customer service chain, but customer service is perceived as getting worse. Is there a possible technology that not only will improve service,…
Customer service metrics can be incredibly misleading and lead to poor business decisions Is It Possible To Measure or Assess Excellent Customer Service? Excellent customer service (or its opposite, poor customer service) is so important to companies in today’s competitive world that it’s important to…
Customers Who Try to Wrangle A Better Price How To Handle The Customer Who Says: “I can get this cheaper at [competitor]”? Customers often try to get a better deal by claiming that they can get the same product at a competitor’s shop for a…
