The world has become a digital marketplace, and businesses must keep up with changing customer expectations if they want to compete with their competitors, both locally and globally. To stay competitive, business owners need to understand how their employees can help them provide better customer service. Encouraging employees to provide excellent customer service can be […]
A while back, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication program for their customer care employees. As I watched customers come and go with the various products they wished to return, I noticed a trend. The customers who were calm and politely requested a […]
No matter how hard you try to prevent unhappy customers, there are always going to be times when customers are unhappy with a product or service. One of the most important things you can do as a leader is to ensure that you and your staff say the right things to de-escalate situations when they […]
I created this video at the beginning of the year to share some quick tips for providing great customer service during challenging times. Little did I realize then that the challenging times for many of you and your businesses would still be continuing now. If you or your team is struggling to maintain your customer […]
Last week, I wrote about how to respond when your customer service efforts fail. This week, I want to dig deeper and take a look at a variety of customer service scenarios and opportunities for excellent communication with customers where too many customer service providers fall short. If you’re brave enough, take my Customer Communication […]
No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an order to selling a product that doesn’t meet the customer’s expectations, you’re going to let your customers down. Customer service failures don’t have to define you. It’s how you RESPOND to service […]
No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an order to selling a product that doesn’t meet the customer’s expectations, you’re going to let your customers down. Customer service failures don’t have to define you. It’s how you RESPOND to service […]
In these stressful times, it can be easy to put your head down and focus so hard on dollars and cents and your bottom line, that you lose your focus on your organization’s main purpose: to serve your customers. Here’s a past blog post that will help remind you and your team of the mistakes […]
I think I’ve spent more time in Zoom meetings over the past two months than I have in my life! I’m sure many of you feel the same. One of the common themes of the meetings I’ve been in has been “How do we survive and keep our businesses alive when our doors are closed […]
The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG! Training employees to believe this fallacy and insisting that they live by it is not only wrong, but it’s bad for business. Consider these situations: Would you let a naked customer dine in […]
