Developing Customer Service Skills For 30+ Years
Facebook’s model involves gathering information about you and your customers and “selling” the opportunity to advertise to them to other companies How Does Facebook Make Money, and Why Should I Care? Do you want to have the information about your customers in Facebook’s hands? Are…
Three different metrics approaches to customer experience measurement Measuring The Customer Experience – 3 Ways If the goal is to improve customer experience, then it makes sense to measure it, but it’s not immediately clear how to go about it. In fact there is no…
Is there really any way of knowing whether customers have become more demanding? Do customers have higher customer service expectations now as compared to twenty years ago? There is little doubt that customers WANT more from the companies and company employees they deal with, than…
Refusing A Customer Request For You To Make An Exception Customers are always asking for exceptions, since they feel their circumstances are somehow special. The “Can’t you do this just this once” request is one that can be annoying to you, because it’s either whining,…
Customers Who Lie. Customers Who Exaggerate How Can I Correct A Customer Who Is Exaggerating? Customers will often exaggerate to make their situation sound more serious than it is, or to put themselves in a positive light. While customers can do this intentionally as a…
Compilation of the essential customer service skills every representative should be learning What Are The Most Essential Customer Service Skills? What are the essential customer service skills needed so that employees and customer service representatives can provide excellent customer service? There are a lot more…
Understanding how anger escalates can tell us a lot about how to prevent escalation and start defusing What Is The Escalation Cycle, and How Does It Apply To Angry Customers? Getting caught in the escalation cycle with a customer is one of the worst things…
The big winner in defusing an angry customer is the customer representative! What’s In It For Me (the employee) For Delivering Excellent Customer Service? So, you don’t get paid a whole lot, and the working conditions may not be the best, so why bother trying…
A way of encouraging angry customers to “let go” of their anger and work to solve the problem What Is The “Distraction Technique” and What Is It Used For? The Distraction Technique is one of a family of verbal self defense techniques we teach readers…
Customers don’t want just ONE thing, but we can have an almost flawless view of what’s important to the vast majority In a nutshell, what do customers want, and what is “good customer service” for them? If you want customers to perceive that you are…
