listening

Customer Service Quote for October 6, 2009

October 6, 2009

The effects of really good listening can be dramatic. These effects include the satisfied customer who will come back, the contented employee who will stay with the company, the manager who has the trust of his staff, and the salesman who tops his quota. -John L. DiGaetani

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Give customers your complete attention

August 21, 2009

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 [...]

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Let Your Customer Talk

August 11, 2009

When a customer is speaking it’s not just an opportunity for them to explain something. They might also be venting. Interrupt that and you could make a bad situation much worse. We all think and speak at our own pace. One of the best ways to connect with your customer, and give them a positive [...]

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For Better Customer Service, Face the Person You’re Speaking With

May 29, 2009

Here is your Daily Dose of Amazing Service: Face the person you’re speaking with And here are some additional thoughts on this topic… How often have you been in a retail store, restaurant, hotel or other business (as a customer) and the employee helping you doesn’t even look at you? Sadly this has become all [...]

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Target Stung by Customer Service Mishap

August 14, 2008

This morning I read a surprising story in my hometown newspaper, the Minneapolis StarTribune. A Target store manager threatens to call the police on a 79 year old customer, has her hauled away to a hospital for a mental evaluation and then files a trespass order barring her from returning to the store. All this [...]

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Be an Amazing Listener

June 10, 2008

Kevin’s Amazing Customer Service rule# 14: Be an Amazing Listener In a survey my company did recently, the number one thing customers said they wanted more of was better listening by the people they deal with. This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high [...]

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Ask Open-Ended Questions

May 28, 2008

Amazing Service Rule# 13: “Ask open-ended questions.” One of the most important ways we serve our customers is to help them get what they want, even if they don’t know exactly what that is. They rely on us for knowledge about our product or service. They come to us for expertise they cannot get anywhere [...]

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Are You Listening?

June 26, 2007

About a month ago, I posted the results of a customer service survey I did last year. The number one thing customers said they wanted more of was better listening by the people they deal with. This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high [...]

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