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 …
Leaders, do customers experience superior customer service you promise? To say yes, you must be sure that every team member is attitude ready! Here’s a checklist.
Reps, agents, & managers bad behavior choices w/ customers are often rooted in psychological issues. The damage to the customer relationship is dramatic and thus worthy of your time and attention. Here are 4 commons ones & how to overcome for super customer experience.
In this age of instant information, customers define a super customer experience partly as quick access to info. Are your front line teams ready? Are your agents and technical support analysts all tooled with information? Here’s a checklist.
The future of customer service and super customer experience lies in seamless collaboration within a company. C-suite executives are starting to see this. Customer service managers — are you ready?
Job candidates for customer service & care that use the phrase my pleasure & no problem can shine. If you understand what these phrases really mean, you will not mistake it for selfishness. Hire this natural talent for super customer experience & self-sustaining morale!
Customer service and tech support leaders often ask me how to respond to team members who ask: “Why must we treat customers better than they treat us?” You might think this is a cry for fair and equal treatment. Some of it is. The rest is envy. Build fulfillment with these approaches to squelch this debilitating feeling.