Developing Customer Service Skills For 30+ Years
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…
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….
