I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it […]
Customized Engaging Online Customer Service Training
Category: Customer Experience
Yield to Callers (Don’t over talk or interrupt)
I couldn’t remember the last time I got a really good photo of my daughter, other than the many snaps I take on my phone, so yesterday I grabbed my camera and had Lauren join me in the front yard.
“In front of the bird bath,” I told her. “That way the evergreen will be in the background, and it will be gorgeous.” She’s 16, and that means she’s tethered to her phone. Instead of posing for me, my daughter posed for the camera on her phone. Her smile was real and perfect. Her eyes lit up, and she was clearly enjoying the photo shoot, her photo shoot. Alas, the “Selfie Generation.”
5 Things QVC Does Best in the Customer Experience
I am delivering my Way of Harmony keynote at a conference tomorrow. Rehearsals are complete, I had a fantastic dinner with my client, I just Faced-Timed my husband and kids and now it’s time to […]
What It Means to Be Out of Harmony with Customers. A Lesson From Carl’s Jr.
No, this is not a Carl’s Jr. veggie burger. Not even close. This is what a Veggie Burger Should Look Like. My family decided on Carl’s Jr. for lunch. Fast food was the last […]
Keeping the Customer Experience Fresh Through Responsiveness (How Hello Fresh delighted me by keeping me apprised)
On Sunday I had to reach out to my grocery delivery service for help. I sent an email and almost immediately I received an automatic reply. The reply was simple, just letting me know […]
2 Reasons Your Employees Are Failing at the Customer Experience
You know your customer service is not where it needs to be. You know your employees aren’t delivering the level of service your customers expect and deserve. And this is keeping you up at night.
There are 2 reasons why your people are failing at the customer experience.
They aren’t establishing rapport with customers. And this is a big one. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience and explore what you can do about it.
- They aren’t establishing rapport with customers
This morning I was monitoring calls for a contact center client; something I often do. Here’s how the Agent opened the call.
Details Matter In the Customer Experience
I don’t like shopping. Yes, I’m a woman and I don’t like shopping. I should clarify. I don’t like getting out in malls and retail shops, but I do love buying new things. Hence, I […]
A man without a smiling face must not open a shop.
A man without a smiling face must not open a shop. –Chinese proverb I took the day off yesterday. My family and I joined my parents at a WNBA game. Our team, the Tulsa Shock, […]
I stayed at the Grand Hyatt DFW Airport. Was it worth $300 a night?
I missed a connection in Dallas and had to spend the night at the Grand Hyatt. Well, I chose to spend the night at the Grand Hyatt. American Airlines offered to put me up in […]
The Secret to Being in Business for 60 Years: Patience, openness and warmth (Sanders Barbershop in Broken Arrow, OK)
A few weeks ago my daughter and I went on a photography walk in downtown Broken Arrow, Oklahoma, where we live. We saw many interesting sites, many familiar, but some new finds as well. Just […]