Developing Customer Service Skills For 30+ Years
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…
Employees who believe they are under paid will never support the “go the extra mile for the customer” attitude needed in a customer-centric organization. How does employee compensation affect customer service culture? When talking about any kind of corporate culture, there’s an important principle that…
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…
How to destroy your customer centric culture What is the single most destructive action related to a customer service culture? The answer to the question actually has several inter-related parts. If you want to destroy your ability to create a customer service culture (and deliver…
The importance of celebrating customer service victories, no matter how small Is celebrating and communicating customer service triumphs important? How do you convey to employees that going the extra mile to provide great customer service is both valued and expected by the company, and its…
Understanding CRM conceptually is important to make effective use of its various tools What is Customer Relationship Management Conceptually? CRM (Customer Relationship Management) has grown to the point where almost anything can be considered part of managing the customer experience, since the customer experience is…
