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.
... Read MoreManaging Complaints To Improve Customer Satisfaction
Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff.
... Read MoreDon’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
... Read MoreCustomer 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.
... Read MoreAs 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,
... Read MoreTurn 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.
... Read MoreMaking 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
... Read MoreAccident Reactions Say A Lot About Customer Service Qualtiy
Imagine you are the manager of a fast-food service restaurant.
A mother comes in for lunch with her young son. Half way through
... Read MoreDon’t Forget Customer Service Skills Even When Loyalty Is High
I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them
... Read MoreDiffuse 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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