Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area left much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of four students came rushing into the classroom with their lunches in hand. [...]
Customer retention, often measured in repeat purchases, plays a massive role in driving profits for any business. Businesses that excel in customer retention are usually positioned for long-term success and possess a far greater competitive edge over their competitors. So how do businesses master the art of customer retention? Though there are other contributing factors [...]
Is Your Customer Service Really Serving? Great companies always possess exceptional customer service. All things being equal, people do business with the people they trust and the people who make them feel valued. If you were given a choice and in this age of the internet, we all have a plethora of choices, would you [...]
The A.C.E.S. model of exceptional customer service is a simple pneumonic and diagnostic tool that will help you evaluate your company’s ability to deliver service to the customer. Once you have your diagnosis, you then know where to apply corrective measures if needed. A.C.E.S. helps employees focus on the three component parts of customer service. [...]
Customer service is a staple concept in any business environment, especially in the retail environment. We all tend to take customer service for granted when we visit our local large retailers. As shoppers, we feel that the “Customer is always right”. In truth, we are “always right”. In practice, however, that isn’t always the case. [...]
Successful service cultures are created through the development of customer service strategy. Incorporating customer service into an organization’s strategies and employee goals is a critical step in achieving corporate objectives. Developing a customer service strategy takes time, energy and focus but can help organizations create the foundation to support a culture that understands and values [...]
They say that your business is as good as your customers perceive it to be. Customers are driven by what they think about a particular business or service irrespective of what the actual situation is. Therefore; one of the most important and effective customer service tools is ‘Customers Perception’ which can effectively used to check [...]
Every organization in the world has an environment that is either welcoming or unwelcoming. Either the business is projecting a friendly or unfriendly atmosphere. If we are to create the perfect environment for great customer service to flourish, it must start with building a team of individuals who truly believe that serving is a top [...]
Ahhh…customer service. You elusive Siren of the business seas; your beauty is as ravishing as your song. How I hear your call like Odysseus did and I too beg to be taken to your rocky shores. Beat me. Abuse me. Make me feel as if it is my own fault. How foolish I was to [...]
However, you can improve customer service by finding ways to meet most customer needs promptly and providing them some level of service even when you cannot meet their needs. This all boils down to what you have heard many times before–listen and express genuine concern when customers have a problem. When you cannot give customers [...]
