connect

Connect with your customers on their terms

February 25, 2010

Last night I had a fun (and lengthy) text conversation with one of my nieces. She’s in college and 5 hours away so we don’t see her as much as we’d like. And being a busy college kid, phone conversations with her are not very common. In fact, our “kids” (12 nieces and nephews) are [...]

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For better customer service, pretend you’re an eye doctor

November 12, 2009

Think of the last time you had your eyes examined. At some point, your eye doctor (or optometrist) probably asked you to read some letters on an eye chart. If you wear glasses or contacts, you got to look through a lot of different lenses. This typically involves you comparing two different lenses against each [...]

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Connect to your customers on their terms

September 28, 2009

Smart companies today are connecting better with their customers. Rather than focusing on how to cut costs they are focusing on giving their customers a better experience. When you do this you’ll increase customer loyalty which should lead to higher revenue, more profits and a healthier company. (Cutting costs can never do this.) And you [...]

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Here’s a Great Way to Communicate with a Difficult Customer

April 24, 2009

While traversing the Web recently I found a site I’ll be visiting again frequently.  It’s called Not Always Right.  It’s full of funny customer service examples as told by the employees.  Most of them involve challenging (and often unintentionally funny) customers. Here’s one I especially like:

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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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