Posts Tagged ‘Teresa Allen’
“How was everything?” Not a Great Customer Service Question!
“How was everything?” Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
Read MoreProactive vs. Reactive Customer Service
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Read More Social Media Strategy Drives Employee Engagement
If company leaders are NOT blogging and tweeting about the values of your business, how could you expect front line staffers to do so? It is surprising, then, that only 6% of businesses active in social networks are using it to motivate existing employees.
Read More Recognizing and Responding to Institutional Customer Complaints
An institutional complaint happens when a customer complains about the way you do business. Usually the complaint is issued to a front line employee who has no control over the concern identified.
Read More Is Your Customer Service Too Well Done?
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented?
Read More Are National Retailers Outpacing Locals on Customer Service?
The folks at at Software Advice—a free resource for customer service technology reviews—just concluded a six-month project called “The Great Retail Experience Race: Local vs. National.” The research was designed to compare the customer experience of five small retailers and five comparable national chain stores.
Read More Are You Ready for Crisis Communication?
Being hit by a natural disaster (tornado) and man-made disaster (fire) within a two month period will get you thinking about crisis readiness! Having survived the aforementioned events without more real pain than insurance company and contractor frustration, I am quite aware of how much worse things could have been for our family and for my business.
Read More A Common Sense LEAP to Success
We all have great visions at the beginning of a new year and then LIFE gets in the way. Perhaps mid-year is a great time to LEAP forward with a rekindled excitement about success strategies for YOUR business.
Read More How to Get Your Customer to Pay 10% More: Easy Service!
A recent Avaya study showed that 66% of customers will STOP spending money with you if your service is inconvenient. The study further points out that what is truly at stake is the lifetime value of that customer. If a customer feels that an experience is low effort and efficient, they appreciate it.
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