Customer service recovery fails with every defensive phrase we speak. Here’s ONE that sinks it every time & what to say instead fr The People-Skills Coach™.
IT
To deliver unforgettable customer service inside or outside of your organization, first start with this simple effective definition. It will take you far and high!
This guest post I wrote for Desk.com blog offers 15 essential beliefs for excellence in customer service & sales. Our actions follow our beliefs. After you read these 15, add the beliefs that have led you to success with your specific customers!
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Leaders customer service is all about change. Every single customer call is to change the current situation to one more satisfying. Even a purchase is to change something in their work or life. Do you lead & engage all in this vision?
6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.
Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.
When a company operates from its heart to the the hearts of its customers, it’s likely to deliver in an outstanding way. Then why isn’t there more super customer experience and service? How can we ensure that customer care radiates in every moment? Explore these 5 ways during this National Customer Service Week.
To give a WOW customer experience, you must care enough to think outside your own company perspective. A recent experience with Cablevision illustrates the risk of tunnel vision and how to fix it.
There is one customer service recovery moment where many leaders, teams, and reps. falter. Here’s the trap, the reasons, the risks & a winning path to success for customer service, customer care, and technical support organizations.
Customer facing employees, service reps, and technical support reps often feel torn when customers’ criticize and complain about their service teammates. There is no need to be stuck in the middle. Here are 3 key reminders to generate a winning response and re-secure loyal customer connections.
Leaders and experienced reps all know that speaking jargon can kill a customer experience. Moreover, listening w/ jargon can kill the relationship! Two short stories from The People-Skills Coach™ illustrate the true impact and how to avoid the blunders of jargon Jabberwocky.
A 2012 American Express customer service barometer shows how important civility is to modern day customer experience. If you doubt it like some, you may be betting against the success of your business. 3 key points to consider …
CIOs, IT directors, and technical support managers of many companies face one universal challenge — cross teamwork between the front line service desk and onsite support. Here are 4 critical steps to meeting this challenge with great success!
Whether you are leading an IT Global Service Desk, a BPO contact center, or a non-technical customer service team, to deliver great customer experience, treat reps like adults not children. Start with engaging them in self-assessment and see the ownership and performance soar!
CIOs, the threat to IT customer service is not technical mindset – it’s blocked teamwork. Customers want productivity: prevent problems or unite to solve. Consider these 3 blocks and how to remove them.