UP! Your Service - Blog

3 Simple Steps to Recovering Positive Customer Experience

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A client recently asked: “When we make a mistake or fall short of a client expectation, how do we go beyond just fixing the problem and recover “the great customer experience” we worked so hard to create?”
This is an important question as clients and customers have a choice of products and services, and an ever increasing voice in the market of social opinions. A successful and creative recovery can be a unique pivot point in a customer relationship, actually building greater loyalty.

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Growing Your Business with Service Recovery

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No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.

1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.

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Is Your Company Naughty or Nice? Get Customer Service Tips for this Holiday Season – Part One

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How will your customers view the service they receive from you this holiday season?

Will you delight them…or disappoint them? Read on for a breakdown of service behaviors that will decide whether you land on their naughty or nice lists this year.

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Living Globally, Contributing Locally – The Expat Living Interview with Ron Kaufman

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This interview was originally published in EXPAT LIVING Magazine, written by Monica Pitrelli.

Struggling with bad service? Yeah, us too. But before you unleash on the next bumbling waiter or clueless salesclerk, hear the words of RON KAUFMAN, a global service consultant who has been on a 20-year crusade to improve service standards in Singapore. Here he tells Monica Pitrelli that getting good service in Singapore is not only possible – it’s easy – as long as you check your attitude at the door.

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Say What? Five Quick Scripts for Responding to Customer Complaints

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The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint.

Here are a few quick scripts to use when responding to customer complaints:

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Inside Job: Why Dealing with “Difficult” Colleagues Will Lead to Happier Customers

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Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees’ good intentions to deliver. It’s important to remember that your customers aren’t the only ones who come through your organization’s door every day seeking quality service. Your coworkers and leaders also need to be served. If they’re not happy, it’s not likely they’ll deliver stellar service, and the same goes for you.

Inevitably, “difficult people” will creep into your work life, disturbing your, your colleagues’, and your leaders’ workflow and negatively affecting the service you all provide your customers.

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Leveraging the Online Service Experience of Customers

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Many of us can recall a story about poor customer service that went viral on the Internet. (Think United Airlines and guitars, or Federal Express and computer monitors.) These negative stories have become legends. Unfortunately, we don’t find as many stories going viral about outstanding quality service.

In addition to these legendary stories are more day-to-day examples of how online information has changed the face of service. Nearly every company, product or service has information and opinion about it circulating on the Internet. This includes a wide range of commentary on the level of service and service experiences you provide. And it may even include outside sources, completely unknown to you, who provide service for your products.

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How to Uplift Angry Customers

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Occasionally, into each life, a little rain must fall… in this case, the “rain” is an unhappy customer; this isn’t an “if”, it is a when. When you are in business, and you deal with customers, be it internal customers (employees), external customers (paying customers and clients), or your service partners (distributors, vendors, etc) – eventually someone will feel unheard, uncared for, or mistreated. Should this unhappy customer ruin your day?

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Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets

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Few leaders ‘meet employees where they are’ and effectively translate scores and targets into the ideas and actions employees care about.

To help your employees understand and care about quantitative measures, consider and then take these five steps:

Step One: Identify and quantify the changes you want to achieve
Step Two: Design and deliver effective communications
Step Three: Measure intent first, not outcomes
Step Four: Design effective systems and processes for support
Step Five: Realize your managers are more important than you

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11 steps towards a culture for service recovery

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Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique.

To build a powerful culture of service recovery in your organization, focus on these key areas:

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