How to Turn a Customer Service Nightmare into a Five-Star Review
Why would I give AMAZON.com a five-star rating after a nightmare customer service situation? Brilliant service recovery. Here’s what happened – I placed an online order in May for the perfect table to...
View ArticleThree Questions to Ask Yourself Before You Let Opportunity Pass You By
My hairdresser Olivia lives near me and makes house calls. She also works across town at a high-end salon. From what she tells me, her employer does a fantastic job of mentoring his staff. He’s...
View ArticleTake a Look Around to Improve Customer Service
If you were asked to describe the details of your customer’s experience, how accurate would you be? Are you clear about the look, messaging and ease of navigation on your website? Do you know the...
View ArticleAre Your Communications to Employees Thoughtful or Thoughtless?
You've seen it – that sign posted in public restrooms telling employees, “You must wash your hands before returning to work.” Is there anything wrong with reminding staff to follow the rules? The post...
View ArticleSetting Customers Straight Can Be an Act of Customer Service
Have you ever had a client settle for a less robust product or service, because she couldn’t afford what she really needed (or wanted)? Managing a customer’s expectations, particularly when they want...
View ArticleHere’s How to Help Your Team Handle a Puzzling Service Situation
When a member of your customer service team is struggling with a challenge, what do you do? It's tempting to give orders or jump in and fix things yourself. Instead, empower your staff to find their...
View ArticleHandling Challenging Conversations with a Customer Service Focus
It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your...
View ArticleAs a Business Owner, You May Unwittingly Ruin Great Customer Service
In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was...
View ArticleCustomer Service Composure Tips: 5 Ways to Stay Calm Under Pressure
Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you...
View ArticleWhich Customer Expectations Matter Most?
Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet...
View ArticleDealing with Moaners and Complainers during Emotionally Charged Meetings
Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or complainer can suck the energy right out of the room, leaving everyone drained and distracted. Luckily,...
View Article5 Morning Rituals to Prep for Customer Service Success
Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty It takes energy to start each day strong. No...
View ArticleThe Simple Truth Behind Customer Service Excellence
National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who...
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