How to Handle Difficult Customers In-House Training Kit Everything You Need for a Total Complaint Handling Training Experience Get your training materials now and equip your employees to deal with difficult customers with diplomacy and […]
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Tag: Customer Service
4 Tips for WOWing Customers Who Experience Problems
Seven years ago I had a new oven delivered to my home. The Sears deliveryman quickly pointed out that there was a small dent on the right side of the oven. The dent did not affect […]
>>Customer Satisfaction Is Worthless!
If Customer Satisfaction Is Your Goal, Don’t Ask Me to Help You! Last month I got a call from a client wanting me to deliver a keynote address on customer satisfaction. I politely explained, […]
How do I quickly give my agents good phone and customer service skills training?
Q. My agents are good at what they do. They know our products and policy up and down, but I am concerned about the level of customer service we provide over the phone. Can you share some telephone customer service tips I can use to train in a short segment (like a staff meeting)?
Myra’s answer to How do I quickly give my agents good phone and customer service skills training?
Stop Trying to Delight Your Customers
To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two […]
The #1 Turn Off for Your Customers (And How to Beat it)
What gets an unhappy customer’s blood boiling? What fuels negative word-of-mouth stories and sends customers to the competition? What is it that sets a customer off to the point that they upload a YouTube video, […]
What is the customer’s true motive?
Q. What do you make of customers calling to complain and saying they don’t want anything – they just want to “share feedback.” Do you have any idea of wheter sending them a travel voucher or […]
10 Good Customer Service Habits to Develop
1. Be enthusiastic. “Nothing great was ever achieved without enthusiasm,” said the very quotable Ralph Waldo Emerson. I believe this same principle applies to our communication with customers. The difference between a mediocre phone call […]
Keep the Star Employees. The others need a generous severance package now!
I’m doing research on the NetFlix customer service culture this afternoon for a customer service conference I’m hosting next week. One of my many discoveries about the company’s culture is that they view themselves as […]
For Goodness Sake! Don’t Hide Your 1-800 Number!
Last week I decided to cut a business trip a day short and get back home to my family. I quickly found a flight using my iPhone, but for the life of me I […]
De-escalation Training for Customer Service & Soft Skills Training 