Posts Tagged ‘Customer Service’
Another Look at Your Customers
In my previous blog I discussed the tyranny of the urgent and why is such a limiting perspective in understanding customers. I closed the blog by pointing out that the focus should always be on all your customers not just the ones who have urgent concerns. In this blog I will point out several techniques…
Read MoreWho Are You Listening To?
The “tyranny of the urgent” is a phrase that is commonly used when working in a service environment. The phrase reminds people that “urgent” requests often take priority over “important” requests. Service managers often find themselves in the role of “firefighting”—putting out “the fires” of customer complaints. Before the manager realizes it, the firefighting consumes…
Read More7 Social Listening Hacks to Boost Customer Loyalty
The importance of customer loyalty is unquestionable. Making every customer a satisfied, regular customer is an ultimate goal for business owners. However, fostering true customer retention is as far from easy work. You need to be smart, patient and use all those tools out there like a pro. In this digital age of ours, social media…
Read MoreMake Sure Every Detail of Customer Service is Evaluated
“Look through your customer’s eyes. Are you the solution provider or part of the problem?” ~Marlene Blaszczyk My significant other, Ellie, just had knee replacement surgery. The procedure went incredibly well, but we needed to have a walker for her when she returned home from the hospital to ensure she did not fall. It just…
Read More4 Ways Finding and Retaining Customers Starts with Management
The goal of management in any business is finding ways to create customers. This means sound policies for developing relationships not just with existing customers, but with as many potential customers as possible. Here are four ways that management can promote customer acquisition and retention. 1. Customer Acquisition Cost (CAC) Many companies tend to focus…
Read MoreHow to Increase Outbound Call Center Productivity with Good Quality Headsets
When you are a call center manager, you understand that a good quality headset makes the difference between satisfying customers and angering them. However, you might not know that you can do other things to ensure you boost productivity with good quality headsets. Much of the problem comes from background noise. What Does Background Noise…
Read MoreWhy Customer Service Scripting IS Necessary
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit…
Read More6 Ways to Think Outside the Box for Customer Service
Small business owners have to be mindful of their customers. If they provide poor customer service, they will lose valuable business. If they neglect them, they will lose customers. If the customers are satisfied but are not acknowledged, owners will never know how they could improve their service. Thus, business owners must constantly find new…
Read MoreBecome a Consumer Customer Service Expert
Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Here are 5 ways to become a customer service expert consumer: Know your rights.…
Read MoreThe Importance of Instant Gratification in Customer Service
We live in a world where we expect almost instant gratification in most things. Whether it’s social media feedback, sandwich delivery, or an Amazon Prime order, faster is better, and instant is best. Much of this stems from our constant availability and connection through technology. A boss can reach an employee at almost any time.…
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