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
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
Appreciate Your Customers: Start Inside to Grow Outside
What are you doing right now to appreciate your customers? This was the topic of a board meeting I attended the other day. The not-for-profit I do some volunteer work with has strategic goal to grow to a certain point within the next three years. We met to discuss a plan for making that happen,
Customer Service Language: A Quick Tip
While you may or may not be a fan of scripting, there’s no doubt that using powerful customer service language can increase confidence within your customers and reflect your organization’s brand. We’ve been talking about this a lot lately with our customers. Last week, David (our Maestro of Imagination and Organization) and I were in
Effortless Customer Experience: Never Let Them See You Sweat
While it may be true that you work hard each and every day, and there are obstacles you encounter along the way, one of the best ways to roll out the red carpet is to create the illusion of the effortless customer experience. Think about your favorite singer or band. They put in hours and
Compassion in Customer Service
What if we lead with compassion in customer service? Six years ago, on May 23rd, my Dad passed away from lung cancer. The five months prior were a whirlwind of chemo and radiation treatments, emergency visits to the hospital, and a short stay in a skilled nursing community. There were many wonderful loving people that
Customer Service from the Heart
Do you want more engaged employees and customers who return again and again, with friends? Customer Service from the heart is what it’s all about. A while back, I had just finished a keynote presentation on building a customer service culture. As often happens, people came up to me after the speech to share their
Delight Customers with Red Carpet Arrivals
What if you could delight customers by giving them the star treatment? Every February or March I settle in to watch the Academy Awards! The people at the Academy spend weeks in preparation, rolling out the carpet, putting up the velvet ropes and hanging drapes to cover the storefronts that typically line the grand staircase.
Customer Service First Impressions
It’s said that it takes only 7 seconds for someone to form an opinion of you, and that once formed, it’s really hard to change those snap judgements. If that’s true, those customer service first impressions had better be pretty great if you want to turn your prospects into customers and your customers into raving
