Developing Customer Service Skills For 30+ Years
Common wisdom about business value of customer service often way over-stated. Is Much of What You Believe About Customer Service Wrong? – Could Be. By Robert Bacal As is probably the case with you, I’m someone who makes a living by being interested in customer service,…
Who Knows Your Customers Best? It’s The Front Line Staff Gathering Customer Satisfaction Data Every Staff Member A Researcher by Robert Bacal Last month we discussed the importance of measuring client satisfaction if one is interested in improving service quality. This month we are going to present to…
Preaching “Love Thy Customer” A Bad Thing? It’s Time To Stop The “Love The Customer” Nonsense and Get Serious About Customer Service It’s time to cut the crap about customer service “love”, and start to deliver basic, efficient, fast service to customers. It’s the ONLY…
Fundamental Reasons Why Customer Service Is So Bad Have Not Changed Customer Service Myth Breaking: Customer Service Quality Will NOT Improve Over the Next Few Years As is the case every year, people stick their oars in and make predictions for the next year,…
Time to make it easy for customers to complain, because that increases customer loyalty Unarticulated Customer Complaints: Loyalty Killer? By Robert Bacal You may have heard of, or read customer service experts who have said, “Complaints are a gift”, with the idea that even negative customer…
Customer Service Research Often Misleading, Badly Designed, Or Poorly Interpreted Holding Customer Research Firms Accountable For Misleading Research It’s been a bad week in a bad year for customer research and the companies that produce information about customer and consumer behavior. While there’s a torrent…
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…
Referring Customers – An Important Part of Customer Service by Robert Bacal When customers are referred to other members within an organization, they can feel frustrated and perhaps even become hostile if they feel they are getting the “run around”. Read on for some great tips on…
Removing features and restricting customer choice rarely the path for better customer experience Removing Features and Options For Customers? The Case Of Marriott’s Missing Desks Many travellers to one of Marriott Hotels brands, particularly business travellers, found something missing. Desks on which to work. According to…
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…
