Ambushed. Heat rising from my neck to my face. Heart beating faster. Brain on overdrive. Panic. Smile through clenched teeth. “Stay confident self.” Answer the question. Admit you don’t know and say you’ll find out and revisit it in the next class. Answer the same question again. Admit you don’t know again. Answer that question
Show me you care with your words! Like many people, we went out to eat Easter Sunday. We were surprised and disappointed the menu was different than the one we had seen on line. Normally, we wouldn’t care so much; however, three out of the four of us in our group were on day 7
Did you know a genuine smile and a name can up your customer service game? I love a good customer experience and know how critical good nonverbal and verbal communication are to creating that experience. So many service providers miss the boat so-to-speak when it comes to truly delivering outstanding service. How unfortunate. Then, there are
How important is RELIABILITY when it comes to customer satisfaction? Very important! Customers expect you to deliver what you promise. Here are some promises companies commonly offer: Quick Service … it better be quick. Best Prices in Town … prices better be negotiable if it is cheaper somewhere else. In my last two blog posts
Marriage isn't just for couples anymore! Marriage is important to excellent customer service too. What I mean by that is this -- to provide outstanding customer service we need to provide BOTH procedural prowess and personal play. This video will explain more. I shot this week’s tip from my car. Why? About 2 ½ weeks ago
Conflict and appreciation: an interesting pair! There are people, who when feeling threatened, are going to try to get you to show your appreciation for them, because they have a need for attention. Lots and lots of attention sometimes! Brinkman and Kirschner describe this behavior as requiring "a higher level of assertiveness and a people focus, in
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
