February 2008

See your customer as someone who needs your help

February 28, 2008

Amazing Customer Service Rule #34 See your customer only as someone who needs your help. It’s easy for us to judge people harshly especially if they’re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it’s easy for us [...]

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Give customers your complete attention

February 26, 2008

Amazing Customer Service Rule #6 Give customers your complete attention. Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint. When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod [...]

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Give them your name first

February 23, 2008

Amazing Customer Service Rule #3 When talking with a new customer give them your full name and get theirs right away. This makes your conversation more personal and enables you to better connect with your customer. Think of how much better it feels to talking with someone when you know their name. It feels more [...]

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Offer your customers solutions not dead-ends

February 22, 2008

Amazing Customer Service Rule #19 Offer your customers solutions, not dead-ends. We all know not every customer request is easy or possible to fulfill. But rather than tell them “no” try to find other ways to help them get what they want. Always focus on finding a solution. No matter what they ask for, you [...]

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Never let your customer repeat themselves

February 21, 2008

Amazing Customer Service Rule #35: Never let your customer repeat themselves. A common complaint customers have is they have to repeat their story over and over again as they get handed off to different people. Customers understand that often you have to hand them over to other people to help them get what they want. [...]

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How to Handle Customer Complaints

February 17, 2008

Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience. Here are some rules [...]

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Four Things Airlines Can Do to Improve Customer Service

February 3, 2008

Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment. But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do [...]

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