Articles tagged: "focus"

Do What’s Important

by Mark Henson


You’re going to think I’m nuts. Or maybe you already do. Maybe you’re nuts and that’s why you like reading this newsletter. Doesn’t matter. Either way, I’m going to write the shortest article I’ve ever written. It’s basically the question I’ve been asking myself lately. Here goes. Ready?

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Be in the present

by Kevin Stirtz


Checkers

Over the recent holiday weekend I played a a few games of checkers with my youngest nephews, the twins.  At six years old they understand the game pretty well, including the idea of winning.

But, whenever one of them got too far ahead of their opponent, the game took an unusual turn.

A discussion ensued about changing things. Rules were bent. Accommodations were made. The losing player was allowed to add some checkers. Or the player who was winning would make a move that undercut his advantage.

The game changed. It

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Make sure your service HELPS your customers

by Kevin Stirtz


Library customer service

The last time I got an email from my library it was about an overdue book. The email arrived a couple days AFTER the book was overdue. It also explained how I owed a fine for not returning the book by its due date.

Every month, about 3 days BEFORE my payment is due, my credit card company sends me a reminder of my due date.

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Be the best at what you do

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Be the best at what you do

And here are some additional thoughts on this topic…

Last week a reader shared with me a perfect example of a business that does what they do very well. And they focus only on that. They don’t try to be all things to all customers. The result is, if you want what they offer, you’ll be a loyal customer. If not, you’ll probably never step foot in their business.

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Give customers your complete attention

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Give customers your complete attention.

And here are some additional thoughts on this topic…

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 and show them you are paying attention.

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Put the Mouse Down! An Easy Way to Improve Customer Service

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

Don’t multitask while helping your customer.

And here are some additional thoughts on this topic…

Some people are good at multitasking. Some can listen while they are doing other things. But just because you CAN do something doesn’t mean you SHOULD. We all can listen better when we focus on the person we are speaking with. The only way we can operate at our best is by focusing on the customer we are with. If we try to do several things at once we risk doing none of them well. That’s okay if we’re ordering lunch or emptying the trash.

But it’s not okay if we’re helping a customer.

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Here are Three Steps to Handling Stressful Situations

by Kevin Stirtz


Yesterday morning I opened the door to our lower deck and let the dog out and I was shocked. Rather than seeing the signs of early spring in our back yard, I saw white stuff everywhere. Everything outside was covered with new fallen snow. And it was still coming down.

It looked beautiful.

But it took me by surprise because it was April 5. And even here in the “North Country” it’s rare to have everything covered in snow this late in the season.  Especially since we’ve already enjoyed some 50 and 60 degree days.

I wasn’t especially pleased because

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Give customers your complete attention

by Kevin Stirtz


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 and show them you are paying attention. Some people take notes when listening, to ensure they get everything the customer is saying. Certainly you should ask questions to confirm and clarify that you understand.

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Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

Technology

Customer service and Twitter

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen.

Feedback

How to get amazing online reviews from your customers

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with.

To thrive in this new world of connected customers you need to do more than ever to make sure your customers get the experience they want. If you do this well you can leverage the power of online feedback and reviews to grow your business. If you fail at this, the online chatter about your business can tarnish your reputation both online and off.

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