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Customer Service Recovery

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Customer Service Recovery

Pain-In-The-Necks Challenge You To Measure Customer Value

Everyone has customers who complain. Complaining customers tell you what you’ve done wrong and how you can improve.

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Managing Complaints To Improve Customer Satisfaction

Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff.

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Don’t Be A Softie…Squeak To Help Enact A Customer Service Improvement!

I advocate living in an appreciative manner. It spreads goodwill and attracts good service.

But wait! I’m not suggesting

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Customer Service Training Should Cover Handling Customer Abuse

Have you ever seen a customer who curses and screams, threatens, bangs the counter and throws things about? I have, and it’s not a pretty sight.

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As Much As Possible, Forgive Them And Let Customer Service Skills Shine

A busy restaurant manager attended my seminar on creating ‘customer delight’. Soon after, she wrote to me directly,

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Turn Provocation Into Pleasure To Improve Customer Experience

I appreciate it when people disagree with me. It shows they are thinking hard and often opens the door to new insights and learning on both sides.

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Settling The ‘Case’ To Improve Customer Experience

I wrestled with a computer manufacturer about a technical issue that required a simple solution. During the process I made

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Accident Reactions Say A Lot About Customer Service Quality

Imagine you are the manager of a fast-food service restaurant.

 

A mother comes in for lunch with her young son. Half way through

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Forgetting Customer Service Skills Puts High Loyalty At Risk

I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them

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Diffuse An Exploding Client With Customer Service Excellence

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready

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