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…
Positive surprises are important, but not as important as avoiding surprising disappointment What Are Positive Surprises and What Is There Effect On Customer Service Quality? Positive surprises are things that you may do that go above and beyond the customer’s hopes and expectations (going to…
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…
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…
Any break in the chain that creates customer experience can destroy customer satisfaction, so you have to look at the entire customer chain Why is a systems approach so important to improving customer service? The first thing to understand is that the perceptions of excellent…
Identifying barriers to improving company quality service Understanding The Service Quality Gap Model The Service Quality Gap Model is a broad model that describes the barriers that companies face in the real world in terms of providing service perceived as high quality. It should not…
Focus On Process, NOT Fixing Your Staff Yields Much Better Service Should Companies Try to Improve Their Service By Getting Better People, or Building Better Processes One of the mistakes companies make is thinking that “if only they could get better staff”, their service levels…
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…
Part of providing great customer experience is making sure you understand the customer’s intended outcomes By Lynn Hunsaker When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take inquiries at face value, or simply assume…
