May 2009

How to Handle Customer Complaints: Tip 2

May 21, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, let them vent. And here are some additional thoughts on this topic… When you deal with a customer who is complaining (or as I prefer: “offering feedback”) often they’ll be angry. And even if they’re not visibly upset, they still want to [...]

Read the full article →

Customer Service Quote for May 21, 2009

May 21, 2009

“Greatness is not found in possessions, power, position, or prestige. It is discovered in goodness, humility, service, and character.” -William Arthur Ward Author of: Brighten your corner

Read the full article →

For More Loyal Customers, Manage Your Points of Experience

May 20, 2009

Our companies are created by every action taken by employees. These actions create Points of Experience (POE). Every POE creates an experience for our customers. The sum total of all POEs is our company. It’s how people see us and what they think about us. It’s our reputation, our image and our brand. It’s the [...]

Read the full article →

How to Handle Customer Complaints: Tip 5

May 20, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, assure them you’ll fix the problem. And here are some additional thoughts on this topic… Customers complain for a couple reasons. One is to be heard, because they felt wronged. Another is to help you. I know it does not always SEEM [...]

Read the full article →

Customer Service Quote for May 20, 2009

May 20, 2009

“If we keep doing what we’re doing, we’re going to keep getting what we’re getting.” -Stephen Covey Author of: The SPEED of Trust: The One Thing That Changes Everything

Read the full article →

Here’s an Easy Formula for Change

May 19, 2009

Here’s an easy formula to bring positive change to your life: (DVP) x (BA) = Change D = Dissatisfaction (with a current situation or condition) V = Vision (for how you would like things to be) P = Plan (actions and strategies needed move you toward your vision) B = Belief (the genuine belief and [...]

Read the full article →

How to Handle Customer Complaints: Tip 3

May 19, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, apologize and mean it. And here are some additional thoughts on this topic… This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You [...]

Read the full article →

Customer Service Book Review: Customer Satisfaction is Worthless, Customer Loyalty is Priceless

May 19, 2009

Customer Service Book Review: Customer Satisfaction is Worthless, Customer Loyalty is Priceless… by Jeff Gitomer This book throws a lot at you. It’s pure Gitomer. And it’s extremely useful, once you get past his “in your face” style. There are several things I like about this book. First, it’s action oriented. It’s full of tips [...]

Read the full article →

Customer Service Quote for May 19, 2009

May 19, 2009

“You have to perform at a consistently higher level than others. That’s the mark of a true professional. Professionalism has nothing to do with getting paid for your services.” -Joe Paterno Joe Paterno: The Coach from Byzantium

Read the full article →

How to Handle Customer Complaints: Tip 4

May 18, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, ask them how you can make things right. Then do more. And here are some additional thoughts on this topic… Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that [...]

Read the full article →

Do Your Customers Use Twitter? (How to Find Out)

May 18, 2009

With all the buzz about Twitter as a customer service tool and many well known companies diving in, you might be asking yourself, should your company use Twitter to connect with your customers. There are a number of things to consider as you answer this question but the most important (by far) is “are your [...]

Read the full article →

Customer Service Quote for May 18, 2009

May 18, 2009

“Loyal customers they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” Chip Bell Author of: Take Their Breath Away: How Imaginative Service Creates Devoted Customers

Read the full article →

Keep Your Customers Coming back by Making them Happy

May 15, 2009

Here is your Daily Dose of Amazing Service: Make your customers happy. And here are some additional thoughts on this topic… This is the most important thing you can do with your customers. If they are happy with your service they will come back. They will help increase your job security because they’ll stick with [...]

Read the full article →

Customer Service Quote for May 15, 2009

May 15, 2009

“Customer satisfaction is worthless. Customer loyalty is priceless.” -Jeffrey Gitomer Author of: Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know

Read the full article →

Customer Service Book Review: Monday Morning Customer Service

May 14, 2009

  Customer Service Book Review: Monday Morning Customer Service by David Reed and David Cottrell Monday Morning Customer Service tells the story of a a department head who has suddenly been given responsibility for customer service for the entire business. And he was given that because of his passion for delivering a great experience to [...]

Read the full article →

Improve Customer Service by Staying Flexible

May 14, 2009

Here is your Daily Dose of Amazing Service: Stay flexible when you work with your customers. And here are some additional thoughts on this topic… With most things there is no one right answer. There is almost always more than one way to accomplish something. But we don’t always admit it. Too often we focus [...]

Read the full article →

← Previous Entries

Next Entries →