Customer Service
Customer Service Goal: We Don’t Want You to Come Back
Do you ever get the feeling that some business’s customer service goal is to keep the customer from coming back? Sometimes, it is an employee’s lousy attitude that makes you feel unwelcome and unwanted. Or perhaps it is some other type of poor service, but the end result is that the customer has no desire…
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Above and Beyond Customer Service
How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, “They have the best customer service. They go above and beyond.” I’ve heard this phrase repeatedly in the last week as four completely unrelated people have told me about their “above and…
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Solve Customer Problems, Even When They’re Not Your Fault
It was 4 pm on a Sunday and I had just arrived in Las Vegas. I was on the sixth day of a nine-day, multi-city speaking tour and was scheduled to speak at a black-tie event at 6 pm that day. Unfortunately, although I had arrived in the city on time, my tuxedo did not.…
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The 6 D’s of a Customer-Centric Culture
Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on words that start with D in this article. No, not the kind that you get in school – that’s not a very good grade! And when I went to school, “D” was slang terminology…
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Exploit Your Employees’ Unique Talents
I continue to be impressed by the Kimpton Hotel Chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a “mystery shopper” and engaged with several employees to find out more about their culture. I talked to the front desk…
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How Well Do You Treat Your Internal Customers?
If your company’s goal is to deliver an excellent customer experience, you must first embrace the concept of internal customer service. What is happening on the inside of the organization will define the type of customer experience that is presented to the outside. The company culture must form a firm foundation for customer service. Here’s…
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Focus on the Customer, Not the Money
Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer. Whether the customer is buying right now or not, if you deliver the best service you can, eventually the sale will come. This is not a…
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Use Social Media to Reach Customers in New Ways
Social media is a great customer service tool that is rarely used to its full potential. While companies may monitor sites such as Facebook and Twitter to know what customers are saying about them, they don’t often take full advantage of those sites to deliver value-added content. Let’s start by taking a look at what companies are doing…
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5 Customer Service Tactics to Increase Sales
To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. It is more about the way you engage your customers and how you make them feel comfortable about doing business with you…
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If Customers Can Own Our Brand, They Can Also Own Our Business
Is a customer loyalty program really a loyalty program? Does the typical customer enrolled in the program feel some sort of connection beyond the rewards, points or discounts they receive? We want the customer to have that connection. We want the customer to feel a sense of ownership in the relationship they have with us. That’s…
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