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
Customer Service Actions for 2018
Full disclosure: I wrote this article about customer service actions to take in the new year in 2015 and posted it on LinkedIn. However, it was so well received that I share it somewhere every year! Twelve Months of Customer Service Actions for 2018! If you’re like me, you spend a lot of time during the
Negative Reviews: What To Do
Thanks to the internet, online review sites and social media, your customers have louder voices than ever before and, if you haven’t already, sooner or later you’re going to get some negative reviews. It’s never easy to read the harsh words of an unhappy customer online, especially if they haven’t given you a chance to
Customer Service Excellence: Approach Problems w/ Positivity
When it comes to customer service excellence, approaching problems with a positive attitude can go a long way. One of my clients has a mantra: Always assume the best. So often we automatically think the worst of someone or assume the most negative of intentions. We anticipate what others are thinking and plan our “attack”
The Wow Factor in Customer Service: Easier Than You Think
The term “The WOW Factor” in customer service can be daunting. But it doesn’t have to be. In a world where poor customer service is expected, it’s often the little things that elicit WOW’s from customers. As we discussed in a train-the-trainer program I led the other day, it’s about “making them happier than they
The Red-Carpet Service Hall of Fame
These are companies and individuals highlighted in Donna Cutting’s book The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service for serving ordinary people in a way consistent with Star Treatment! Tabitha Health Care Services This non-for-profit organization, based in Nebraska, offers a continuum of care for elders from home care to assisted living and
