service

Customer Service: Be a Buoy

Customer Service: Be the Customer's Buoy Image is a buoy.

Customer service is not about giving help. It’s about being the customer’s buoy. 6 ways fr The People-Skills Coach™ to buoy your customers and yourselves!

Customer Service Guest Post – 15 Essential Beliefs for Excellence

Customer service excellence: Image is mind thinking.

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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Customer Service People Skills Create Profitable Connection

Customer service people skills: Image is Hero

Customer service people skills are a gold mine of success. People do business w/ those who honor, respect, & value them! Think of yourself as the customer. Isn’t this true? Tips fr The People-Skills Coach™.

Leaders Customer Service: Primarily Change or Status Quo?

Image: S Shape Signifies Change

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?

Business Leaders: Win Customer Experience Loyalty on the Move!

Person helping another up out of a hole to represent win customer experience loyalty on the move.

The secret to winning customer loyalty is to keep pace w/ their changes especially when they are on the move! Here are 4 reasons mobility experiences impact customer loyalty. (Hint: Turn the risk of movement into the success of momentum!)

Leading Superior Customer Experience: Turn Off the Power!

Customer service leaders, are you building a risky power-based culture or one of service excellence? 3 ways to check fr The People-Skills Coach™.

Superior Customer Service: Remove the Threat of One Phrase

Mislabelled Personality Conflict: Image is cracked eggs.

A popular phrase used today by customer service leaders and business owners threatens the integrity of our service profession. Here’s a winning alternative fr The People-Skills Coach™.

How Leaders Retard Customer Service Excellence

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.

Super Customer Experience on the Road of Transparency

Here’s a current story of old time sales manipulation that backfired but good. 5 quick positive lessons to ensure your business wins big w/ customers. Travel the road of transparency and create lasting memories of trust that build your brand!

Customer Care: A Harmless Harmful Response

Every moment with a customer is our chance to build care-filled loyalty. Every word we speak can either build harmony or harm the bond. Here are 5 seemingly harmless but harmful statements to replace with far more care-filled communication. Will you add yours to this list?

CIOs: IT Customer Service Quality Requires Partnership

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.

Super Customer Experience: What Do We Want Them to Feel?

When agents, reps, & CSRs ask how to stay positive when customers take advantage, it’s time for leaders to establish a culture of super customer experience. Here’s the question we all need to ask to do just that!

The Heart & Core of Super Customer Experience

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.

Super Customer Experience: Give a Hoot to Give a WOW

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.

The Emotional Intelligence That Feeds Super Customer Experience

The essence of emotional intelligence (EI) becomes this fail safe guide to the ultimate customer experience & service. How well does your entire organization use EI to secure the brand reputation of WOW.

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