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!
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!
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 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?
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!)
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™.
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™.
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.
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!
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?
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 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!
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.
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.