Developing Customer Service Skills For 30+ Years
How human evolution places limits on how technology affects customer service Human Evolution Makes Us Social Creatures Who Still Prefer Face to Face Many species who are less physically able to deal with stronger predators evolve to rely on socialness to defend themselves. They run…
THE technological breakthrough that will revolutionize customer service When Will Technology Actually Improve Customer Service? We have all kinds of technology in the customer service chain, but customer service is perceived as getting worse. Is there a possible technology that not only will improve service,…
Customer service metrics can be incredibly misleading and lead to poor business decisions Is It Possible To Measure or Assess Excellent Customer Service? Excellent customer service (or its opposite, poor customer service) is so important to companies in today’s competitive world that it’s important to…
Customers Who Try to Wrangle A Better Price How To Handle The Customer Who Says: “I can get this cheaper at [competitor]”? Customers often try to get a better deal by claiming that they can get the same product at a competitor’s shop for a…
Handling The Know It All Customer Learn How To Deal With The Know It All Customer Every once in a while you’ll come across a customer who thinks, rightly or wrongly, that s/he knows more about something than you do, and is intent on “proving…
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…
Everyone acts badly on occasion, and the majority of your angry customers are probably just like you: normal people who get frustrated Is Angry and Hostile Customer Behavior A Result of Their Personalities? Think about some the difficult customers you have encountered.. What did they…
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…
GAP Model of Customer Satisfaction Too Simple To Be Useful The Gap Model Of Customer Satisfaction At least in theory, customer satisfaction levels are important for their assumed ties to customer retention, profit, and so on, although those relationships are rather complex. Also companies don’t…
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…
