Developing Customer Service Skills For 30+ Years
Every action has unintended consequences that need to be “anticipated” How Can Unintended Consequences of Executive Decisions Cripple Customer Service Most actions that have a positive effect will also cause ripples in an organization that can create unwanted consequences and outcomes. It’s unfortunate, but often managerial…
If you don”t “think systems”, you can’t reach the pinnacle of customer service excellence What is “System Thinking” and How Is It Germane To Customer Service? If your goal is to improve customer service, you need to have the mental tools to analyze and understand…
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,…
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,…
“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,…
We look at the meaning of “customer service culture” What is a customer service culture? If you look at companies lauded for their superior customer service, you almost always find that those companies create a culture that supports excellence in customer service. It’s not that…
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…
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…
