Psychologically, What Do Irate Customers Need To Calm Down? Understanding Consumer Behavior Helps Us Know How To Defuse Irate Customers The more you understand the psychology of angry people, the better you will be in dealing with the anger. In this video, part 7 of…
Session 2a: Analysing Our Angry Customer Case Study Did You Identify The Good and Bad In Our Previous Video Lesson? Let’s See. Note: If you haven’t yet viewed the previous video, which contains the 10 minute customer and customer service representative interaction, you should do…
Delighting Customers/Exceptional Customer Service Critical? Nope. Myth! Delighting customers is a path that will only work for less than 2% of companies, or even less depending on niche. You aren’t Zappos. You can’t ever be Zappos, so don’t try. The really uncommon customer service idea…
Angry Customers Need To Be Heard First! The #1 Mistake Made Dealing With Angry Customers By Robert Bacal, M. A. We all deal with angry customers, and it’s enough to drive people up the wall. Angry and difficult customers are a major cause of workplace stress, and…
Six Learning Points About Customer Experience – A Tale of Two Hotels Since people vary so much in terms of what they see as positive customer experiences and its not possible to be all things to all people, it’s important to start by defining your…
Customer representatives need to provide advice, expertise to help customers navigate the complex world of buying and many options. Complexity and Overwhelming Consumer Options Have Changed Contact Staff’s Relationship With Customers Customers are feeling overwhelmed by the decisions required to purchase products they used to…
Use YOUR Experience As A Customer To Better Serve Your Customers Understanding Angry Customers by Robert Bacal You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives?…
A Guide To Customer Expectations Regarding Customer Service and Customer Experience In Various Industries and Niches Your comments, criticisms, agreements and disagreements highly welcome. In an article entitled Customer Service and Why We MUST Get More Find Grained In Our Discussions To Improve It –…
Specific Techniques To Improve Your Understanding of Your Customers The Gold Standard: Understanding Your Customer Using customer service and customer experience to gain competitive advantage requires you to UNDERSTAND your customers at a fairly deep level. It’s not enough to have information about them. You…
Zone of Tolerance A More Accurate Customer Satisfaction Model The Zone of Tolerance Model Of Customer Satisfaction The Zone of Tolerance Model of Customer Satisfaction is a refinement of the gap model described here and has been around since the 1990’s. We can define the…
