We’ve talked many times about how to help an angry or frustrated client. You TREAT them! T – Tune in and Listen R – Respond with Empathy and Regret E – Explore Solutions and Come to an Agreement A – Add a Little Extra Kindness T – Thank the Customer But often something gets in
Social Care – Social Media Customer Service
Imagine this scenario: a customer is in front of you making a complaint. You step away and then finally address the fuming customer after a few hours. That would never happen, right? Well, this is how many customers feel when they are expressing a complaint on social media and they don’t get a response for
Saying Thank You Even When You Don’t Have To
For various uninteresting reasons, my husband and I had to file for an extension on our taxes this year – something we will try to avoid in the future because it just prolongs my misery. (Can you tell I’m more of a words person?) We finally filed our taxes this week, and to celebrate we
Listen to Your Customers
There’s a lot of talk in the business world about listening to customers. Setting goals? Listen to your customers. Developing a product? Listen to your customers. Want to create a more focused mission statement? Listen to your customers! But what about listening on a smaller day-to-day level? Actually taking the time to listen to the
Labor Day Hikes in Asheville!
We have a new post about how taking a break can improve employee engagement and customer satisfaction and we thought we’d share how Donna Cutting, our wonderful CEO, spent her time over Labor Day weekend. The Asheville locals on our team are always encouraging friends and business associates to travel to Asheville. Once you see
Take a Break and Improve Employee Engagement and Customer Satisfaction
Labor Day – ahhhhh! The last gasp of summer before we ready ourselves for falling leaves and chillier temperatures. It’s a day of rest in honor of all of us working folks. And, when you take a moment to think about it, Labor Day is such a lovely concept. It recognizes that we all need
Why Intent Matters in Customer Service
My neighbor’s little boy has a hilarious habit of doing silly things on video or in photos and then proclaiming, “I did it for the lolz!” I’ve thought of him many times over the past week when I’ve been on Twitter and read tweets that say things like: Give good customer service so that you’ll
Customer Experience Summit 2018
The Red Carpet Team is together again! Our team is spread across the USA, and it is always a pleasure to get together in one place. We gathered in Asheville for our Customer Experience Summit – and found a little time to have some fun together as well. We’ve got great plans on how we can
How to get your Temporary Staff Members to Care about Customer Service
What do you do when your staff members just don’t care about customer service? We’ve been working with a few country clubs lately, and this question has come up multiple times. These country clubs hire a lot of temporary employees who work for a summer, the holidays, etc. They want to inspire all of their staff to
Compassionate Customer Service at a Pilot Travel Center
I recently went on a quick road trip to Charleston, SC to visit a friend who I hadn’t seen in 8 years. The drive was quick on the way down because I was so excited to see my friend, and also to visit the Gibbes Museum (I’m an art museum geek). The drive on the
