Articles tagged: "role model"

Practice What You Preach

by Kristina Evey


Dear Employer -

Customer Experience Management has been a hot topic around our company lately.  You have been giving us many motivational talks about it, and there have a been a few “Customer Appreciation” programs, but there is something that would really help us out – leading by example.

Posted in All, EmployeesComments (0)

To Improve Customer Service, Find a Role Model

by Kevin Stirtz


It makes sense that if you improve customer service, you will increase customer loyalty. But improving customer service is not necessarily easy. It takes more than a seminar or a motivational speaker. It takes effort and time to make a sustainable improvement in the level of service you deliver your customers.

Not long ago I was talking with Dr. Alan Weiss about customer service. Among the many good ideas he mentioned to improve customer service, one stood out. Alan said “if you want to improve customer service in your company, get a role model”. So, with thanks to Dr. Weiss for his thought starter, here are some of my suggestions to find (or create) a Amazing Service role model in your company.

Posted in All, EngagementComments (0)

To improve customer service coach your peers

by Kevin Stirtz


Here is your Daily Dose of Amazing Service:

To improve customer service coach your peers

And here are some additional thoughts on this topic…

One of the best things about coaching is that when we help others by coaching we learn as much, if not more, than they do. By focusing on helping and doing so by asking questions, we boost our learning and retention power many times.

This is true for customer service too. We can improve our own skills, motivation and performance by helping our co-workers improve theirs. But we need to do it by gentle coaching rather than by telling them what to do.

Posted in All, AttitudeComments (0)

Leaders: Match Your Words and Actions

by Kevin Stirtz


One of best ways to teach customer service (or any behavior) is with role modeling. When you, as a leader, show the values and behaviors that lead to good service, your employees will see it. And they’ll follow your lead.

And the opposite is true.This funny example of a customer and her son tells the story well.

Posted in AllComments (0)

Service Recovery

5 Steps to Avoid “Doing a Toyota.”

When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

Technology

Peachtree knows that customer service is cool

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

Feedback

Focus on customer service in 2010 (finally?)

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well.

Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

1. Brands are using a focus on customers as a competitive differentiator in their advertisements.

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Train the Trainer – Amazing Service Toolkit

Now you can improve customer service and save money.

Our new Trainer's Toolkit enables you to conduct a professional customer service seminar in your organization at a fraction of the cost of hiring a professional trainer. Click here to learn more.

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