Complaints are a customer’s gift to you. Huh? When customer’s complain, they give you the opportunity to make things right. Using the 7 Steps to Customer Service Recovery will increase your likelihood of regaining the customers’ trust and confidence. Apologize. Apologizing does not meet you are admitting guilt; it simply means you are acknowledging they
So much of what we read and learn about customer service is about external customer service. A quick Google search of “external customer service” returned “about 7,500,000” hits. When searching “internal customer service” the number of hits dramatically decreased to “about 471,000”. This is pretty telling in my opinion. Does your company have the knowledge
A great way to differentiate your company from others is through the service your employees provide. The quality of your service is directly tied to the attitudes of your employees. Customer service employees are constantly balancing wants, needs, personalities, and emotions. It can be extremely challenging to maintain a positive attitude … especially in stressful
Last week we began our month-long series on Customer Service by defining customer satisfaction. This week, we are going to look at what your customer’s really want. 1) RELIABILITY. Providing what was promised to your customer dependably and accurately. e.g. When the repairman gives you a window of 9 am and 12 pm, does he
Welcome to a month long series on Customer Service! Each Wednesday I will post an article that deals with some aspect of Customer Service. To begin the series, let’s take a look at how customer satisfaction is defined. The definition of customer service from the customer’s point of view is different than from the point
Communication can be difficult. It is especially difficult when one or both people in an interaction aren’t adept at communicating. Few of us are taught how to communicate effectively with co-workers, customers, family, or people we happen to meet daily. Arthur Bochner and Clifford Kelly sought to determine what makes an individual a competent communicator.
1) Just because someone in your audience is doodling doesn’t mean they aren’t listening. In fact, some learners need to doodle to stay engaged. 2) Eye contact isn’t really eye contact. If it were, we would stare into each other’s eyes … and that is plain creepy. A more effective approach is “eye to face
In every occupation we interact with customers. For some the interaction is primarily with internal customers, and for others the interaction is mostly with external customers. In either case, new challenges are presented when the interaction is fueled with anger . Controlling another person’s anger is impossible; however, staying in control of the interaction IS
Are you where you want to be in your life? Many people who answer “No” to that question are controlled by fear. Fear of failure. Fear of change. Fear of the unknown. Fear of even, yes, success. It is sometimes easier to stay with what we know and where we at. But easier is not
24 hours. That is how much time you get each day. Right now you might be thinking with a sarcastic voice in your head, “Thanks Jeannette for offering such poignant insight … I think we already know that.” You’re right. I know, that you know, there are only 24 hours in a day. So the
