Stop Going Through the Motions

Have you ever seen someone who was clearly just going through the motions? Someone who mindlessly asks you a question that you’ve already answered just because it’s the next question in their script? Or asks a question that is clearly irrelevant to your situation? Many people start to go through the motions, especially as the […]

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Take the Time to Write a Note

There are lots of ways that we can show appreciation and offer congratulations to people—clients, employees, partners, or anyone else we encounter. But there’s something special about the personal handwritten note. Some of my colleagues and I have had experiences where we received handwritten notes in various situations, and I can tell you they really […]

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A Customer-Focused Mindset Goes Beyond Training

A customer-focused mindset means more than just customer service training in all the how-to’s of providing great customer service. And it means more than just having a positive, warm attitude. It includes all those things, plus a deep, ingrained understanding of why we want to deliver a great customer experience, every time. Some of the […]

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Prepare for National Customer Service Week

National Customer Service Week is coming up soon, the first week in October. It’s a great time to think about what it is that makes for good customer service! In truth, it’s impossible for us to determine among ourselves whether we have good customer service. It’s really all up to our customers and their perception […]

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Take Care of ALL Your Customers

Which customers do you want to keep doing business with? We often look at some customers as better than others. Maybe they do business with us more often, or they spend more when they buy, or maybe they’re just easier to do business with, in general. Your most loyal customers might have emotional connections with […]

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Getting the Same Complaint Again? Stop It!

What kinds of complaints do you hear from your customers? Are you frequently hearing the same complaint, over and over again? If so, stop it! Now that might be over-simplifying things, but the point remains: if you keep hearing the same thing repeatedly, daily, maybe even many times each day, then you need to get […]

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Trust Your Customers!

You need your customers to trust you. But that has to go both ways. You also have to trust your customers. Are there rules or processes that you’ve put in place, perhaps with good meaning, but unintentionally tell your customers that you don’t trust them? Even worse, are your customers insulted or offended by some […]

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Ask Your Customers the Extra Question

Customers may ask you a lot of questions, but they don’t always know the right questions to ask. And even if you give them answers to all the questions they ask, if you leave unspoken the answer to the question they should have asked, you could have an upset customer before too long. Truly customer-focused […]

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Consultant’s Corner: Resources for Measuring Customer Service

Q. I’m looking for ways to measure my customer service. What do I need to look for, and where should I look? A. Managing and measuring customer service varies by type of business products and services and can include counting customer calls and inquiries, measuring response time, customer surveys, improving written customer policies and procedures, product […]

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