Developing Customer Service Skills For 30+ Years
Completely Vacuous Advice On Improving Customer Service Editor’s Note: We’re including this in the library, not because of the excellent advice that it contains, but because it’s typical of the ridiculously simplistic and useless advice often offered up by supposed “customer service” experts, and consultants….
By Jill Homer Summary: Despite a lot of talk it seems like service seems to be getting worse. Business owners need to ratchet up their customer service quality in order to be competitive so here are some expert tips for those involved in providing service to customers, on…
It may seem counter-intuitive to focus on your employees if you want to improve your customer service. Make Your Customer Number Two By Michael Donell Brown Comment: The customer service experts talk about making companies “customer-centric”, or “the customer should be the number one priority”. This…
By David Handler Summary: Short hints for small business owners to help out when customers have complaints, or other issues. Eleven tips for retaining customers even when customer service is flawed. 1. Be Swift – When someone has an issue with your company, address it…
By Bill Hogg Editor’s Note: Since I’ve done hundreds of customer service related training sessions, the importance of having managers involved and attending has jumped out at me. There are so many reasons for this. First, managers play critical roles in setting the tone for…
The power and importance of putting your customer first By F McDuffee Summary (Ed.: Customer service is a result of a coordinated effort from ALL staff that are aimed at a single goal: providing the customer with what he needs when he needs it and at a…
Profound Difference Between Blaming, and Holding People Accountable For Mistakes Why Blaming Doesn’t Work To Improve Customer Service Q: I’ve seen your articles on eliminating blaming in the workplace, and I wonder whether that’s important if the goal is to improve customer service? Robert: Sadly,…
Improving Customer Service For Government Q: Recently President Obama announced an initiative to improve the customer service offered to the taxpayers and citizens of the USA and asked that government departments submit their plans to achieve that end. What’s your take on it? Robert: On…
Scott McKain — Customer Service Lessons from “Taxi Terry” Entertaining six minute video taken from a longer public presentation on customer service. Scott McKain uses a taxi driver’s behavior to explain excellent customer service. The original description of the video is below: Business leader and…
It’s harder than you might think to find really good, detailed case studies of excellence in customer service that are informative and detailed enough while also being general enough to learn from. We’re trying to pull together case studies or mini case studies we think…
