In retail management for 30 years, I have developed my own successful method for REALLY satisfying a customer. Here we look at WOWING YOUR CUSTOMER to both impact customer satisfaction, and maximize the chance the customer returns to buy from you and/or your company.
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Stephen Humburg: How to “WOW” Your Customer (click here)
All customers, even the angry ones, are relatively easy to deal with — most of the time. As long as you show a genuine interest in helping them, the majority of people you do business with won’t waste their time making your life frustrating just for the fun of it.
But there is a small subset of customers who seem to make a hobby out of giving customer -ervice representatives grief. They don’t want their problem solved as much as they simply relish the power imbalance that comes from the fact that you and your employees work so hard to please them (because you have to).
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John A. Byrne: The Most Extraordinary Speech Ever By A Graduating MBA – http://pulse.me/s/1xscAP
10 Lessons I Learned from a Year of Productivity Experiments
http://lifehacker.com/10-lessons-i-learned-from-a-year-of-productivity-experi-1584800618
Companies that really put extraordinary service at the top of their priority list establish the ground rules for good service while also working to build a genuine customer-friendly “spirit” in all employees throughout the organization.
Practically every organization in today’s hyper-competitive marketplace claims that it “puts the customer first,” and every year we hear more slogans from companies trying to convince their customers—and themselves—that they really do believe in service.
But the reality is that few companies have a clear, comprehensive plan to achieve a high level of service quality in their organizations. Most are long on platitudes, short on practical solutions. And those with specific plans tend to focus on compliance – requiring employees to adhere to specific standards and policies – rather than developing an organization-wide attitude of service. Read more →
There are no hard and fast rules that can be applied with absolute precision to every company, but here are five general guidelines to achieve and maintain consistent, high-quality service that increases customer loyalty and retention.
Customer service has always been an important element of good business, but in the modern economy it’s more vital than ever. Almost half of all businesses are now service related and employ about a third of the total work force. Increased competitive pressure also makes customer service a critical issue, with many businesses promoting their level of service as a key competitive advantage. And finally, the lifeblood of almost every company is repeat business. A solid commitment to quality customer service can keep the customer coming back AND generate substantial new business from customer referrals. Read more →
Asking better questions can allow us to start thinking about the unknown, because questions focus our attention, and provide a theme for continued exploration.
Effective interpersonal communication has never been more important, given the fast pace and intensified competitiveness of the modern work world. The paradox is that those same issues make effective communication more difficult. A recent study showed that more than 60% of the employees surveyed felt increased pressure to raise productivity AND greater challenges communicating with managers and co-workers because of that pressure.
So what can you do if you know you’re under pressure to enhance your communication ability and ultimately, improve productivity? Read more →
As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program is NOT designed to be delivered in a single everything-plus-the-kitchen-sink training session.
This program was designed specifically to deliver brief (15 to 20 minute) sessions over the course of several days or weeks. This allows CSRs to integrate new skills and ideas over a period of time while minimizing non-productive down time. Your organization may choose to deliver a single module or selected modules, based upon your unique situation and training needs. Of course you can deliver a number of sessions in sequence, in a single workshop, if you need a half-day of full-day program.
Here are the questions you should ask yourself as you develop an implementation strategy. Read more →
The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone.
Our time-tested customer service and telephone skills training resources have proven results. Your satisfaction is guaranteed, and we are confident that these training tools can help your organization: