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The MOST Important Customer Service Skill – SMILE
It’s interesting that I get a standard response when I ask people what they appreciate the most about doing business in person. The response usually is “They smile at me right away.” A smile is a...
View ArticleWould Your Business Thrive if You Only Served 70% of Your Customers?
A recent article in the Associate Press stated that the IRS is aiming to only serve 7 out of 10 of it’s customers by phone. So, for the unfortunate 30% of people calling in with questions, they will...
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Dear Employer, Your Staff Has a Wish List…..
Dear Employer, It’s us… your staff. You’ve been talking a lot about serving our customers well and doing everything we can to retain their business based on service. You’ve told us that we can...
View ArticleWould You Like to Improve the Customer Experience?
Customer experience management comes down to positively enhancing the feelings that the customer has when they do business with us. The simple way we phrase things can make a big impact on the feeling...
View ArticleDon’t Get Disconnected from Your Customer’s Experience
80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is an example of perception disconnect. If you are a smart business...
View ArticleHow to Turn Customer Problems into a Delight
I recently gave a webinar to a local malpractice insurance carrier’s clients. The subject was a template process to handle upset patients with empathy in order to reduce malpractice claims. I also...
View ArticleAre Core Values Important in Customer Experience Management?
Just a quick note on the importance of core values in regards to managing the customer experience and improving customer service. A colleague of mine was talking about the difficulty he was having...
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Customer Satisfaction and Service Lessons Taught by my Hairdresser
As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about customer satisfaction,customer service skills, and training. She really makes it a wonderful...
View ArticleEVERYTHING Counts in Customer Satisfaction
The other day my husband and I were driving down the street and we passed a local oil & lube shop. I made the comment that I like that place because they always have cute sayings on their marquee...
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What Can Customer Feedback Tell You?
Customer feedback is worth it’s weight in GOLD Can I give you some constructive feedback? These words are a gift that will most likely make you and your business some money. They might make you a bit...
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Customer Service Week – 5 Tips in 5 Days!
The First of Five Tips for Customer Service Week So I’m thinking that it’s wonderful to have Customer Service Week to encourage our teams to work in the best interest of the customer and improve our...
View ArticleWould Your Business Thrive if You Only Served 70% of Your Customers?
A recent article in the Associate Press stated that the IRS is aiming to only serve 7 out of 10 … Read MoreWould Your Business Thrive if You Only Served 70% of Your Customers? The post Would Your...
View ArticleDear Employer, Your Staff Has a Wish List…..
Dear Employer, It’s us… your staff. You’ve been talking a lot about serving our customers well and doing everything we … Read MoreDear Employer, Your Staff Has a Wish List….. The post Dear Employer,...
View ArticleWould You Like to Improve the Customer Experience?
Customer experience management comes down to positively enhancing the feelings that the customer has when they do business with us. … Read MoreWould You Like to Improve the Customer Experience? The...
View ArticleDon’t Get Disconnected from Your Customer’s Experience
80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is … Read MoreDon’t Get Disconnected from Your Customer’s Experience The...
View ArticleHow to Turn Customer Problems into a Delight
I recently gave a webinar to a local malpractice insurance carrier’s clients. The subject was a template process to handle … Read MoreHow to Turn Customer Problems into a Delight The post How to Turn...
View ArticleAre Core Values Important in Customer Experience Management?
Just a quick note on the importance of core values in regards to managing the customer experience and improving customer … Read MoreAre Core Values Important in Customer Experience Management? The post...
View ArticleCustomer Satisfaction and Service Lessons Taught by my Hairdresser
As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about … Read MoreCustomer Satisfaction and Service Lessons Taught by my Hairdresser The post...
View ArticleEVERYTHING Counts in Customer Satisfaction
The other day my husband and I were driving down the street and we passed a local oil & lube … Read MoreEVERYTHING Counts in Customer Satisfaction The post EVERYTHING Counts in Customer...
View ArticleWhat Can Customer Feedback Tell You?
Customer feedback is worth it’s weight in GOLD Can I give you some constructive feedback? These words are a gift … Read MoreWhat Can Customer Feedback Tell You? The post What Can Customer Feedback Tell...
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