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Customer Service
Making the Customer Feel Special
Aside from being excellent at the technical aspect of what we do (without that, the rest simply won’t matter), to the degree that we provide our customers with the kind of exceptional experience that makes them feel good about themselves, that’s the degree to which we will be untouchable in the marketplace.
Treat Customers Like They Matter or You Will Lose Them
Too often we get so busy that we forget the simple things. None of the things mentioned would have cost either time or money, yet because they were forgotten, they lost a $3,000 repair bill.
A Tale of Two Airlines
Traveling can sometimes be a bit of a nightmare. Can I hear a rousing ‘AMEN’ to that?! As in every service situation, the experience can be made better or worse by the customer service personnel you encounter.
Customer Service May Rule, But Rules in Customer Service Don’t
Even while on vacation with my family, I can’t help but take note of the customer service—or lack thereof. One resort employee denied a simple request using one of my least favorite phrases:
5 Keys for Creating an Effective Customer Survey
Many companies stray away from putting time and resources into creating customer surveys because they figure that they will get minimal feedback and major resistance from customers.
How to Handle Customer Complaints at Your Restaurant
While you can’t completely stop complaints from happening, you can do your best to handle them appropriately and professionally. Easier said than done, yes, but few tweaks here and there and you’ll be customer-complaint-handler in no time!
Share of Wallet May Be the Best Loyalty Yardstick
Tim Keiningham, global chief strategy officer for Ipsos Loyalty has developed an interesting statistics regarding loyalty. Many companies rely on the NPS measurement to define their customer loyalty.
Spend Time with Customers
When we are new at a job we are usually more open to new ideas because we are naturally in a learning mode. However, once we have been around for awhile we tend to settle into a belief that we “know the business.”
Customer Service Journey Map Can Lead to Instant Gratification
The idea of providing instant gratification throughout the customer experience is a concept that evolved from a conversation I had with Frank Jacobs, the founder and CEO of Falcon Products, a company that makes table bases.
4 Ways to Build a More Loyal Customer Base
Not too long ago, the United States Postal Service recreated one of their most famous failures: a 1918 blunder on a sheet of stamps, any one of which is worth a fortune today.
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