Ron Kaufman
Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling "UP! Your Service" books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.
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The Customer’s Taste Buds Are Always Right
When I tasted the Greenwich Pizza “Garden Delight” in the Philippines, my taste buds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar.
Add Value First, Reap Value Later with Proactive Customer Service Skills
I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”
Encourage Complaints To Improve Customer Service
Some companies track a monthly “complaints and compliments ratio” for each branch, store, department, country or station. This approach has a fundamental flaw when it comes to customer service training.
Set a Customer Service Culture with Three Steps to Welcome
What pleases one customer may easily disturb another. But you’ve got to do something. So what should you do? Should your customer service culture be reserved and polite, or outgoing and friendly? Should you be fast and efficient, or personal and attentive? Should you initiate contact and offer immediate help, or wait discreetly until you are asked?
Improve Customer Service by Designing with Clients in Mind
It’s easy to get caught up in designing new things that are “cool” or “elegant” or “hot.” But if you don’t keep your customer in mind throughout, you could end up with an investment that’s “not.” Keep clients in the forefront of your mind with every decision and you can improve customer service quality.
Long Forgotten? Use Customer Service Skills to Stir Old Accounts Back to Life
When accounts go quiet, don’t assume the customer is going away. Use excellent customer service skills to find out what is going on. They may be waiting, occupied with something else, or have simply forgotten where you are or how to reach you! One effort at reactivation can make the difference between a customer who comes once and disappears forever, and a customer who comes once, is invited back and stays with you forever.
8 Ways to Improve Customer Satisfaction
Want to improve customer satisfaction? Be sure you know the best ways to make it happen! Here are eight proven ways to improve customer satisfaction by finding out what they value, what they care about, and what they really want.