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Category Archives for customer-service-techniques

Customer Communication Should Be for Customers

Customer Communication Should Be for Customers

Customer service communication is at it’s core a balancing act. All too often, our spirit of wanting to do everything possible for our customers runs up against the limitations that reality imposes

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5 Ways to Use Language to Thank Customers

5 Ways to Use Language to Thank Customers

As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking

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The Peak-End Rule and Customer Experience | proposal at restaurant

The Peak-End Rule and Customer Experience

One key to designing great customer experience touch points is to understand the way our minds process and retain information. Customers do not remember every moment of a customer experience equally.

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5 Expert Tips for Customer Service Recovery | upset customer

5 Expert Tips for Customer Service Recovery

No matter how great a customer experience your organization provides, you will always have a need for service recovery. Part of creating great customer experiences is not just designing fantastic, memorable

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Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Vampire customers exist in every organization. You know the ones — the ones that are excessively needy, that are overly demanding, and that can often be downright unpleasant. In short, the ones

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Exceeding Customer Expectations Is Nice but Not Necessary | Cherry on Cake

Exceeding Customer Expectations Is Nice but Not Necessary

Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. Do surprise and delight matter? Sure. Do WOW moments make an impact? Of course. Do we all

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How to Build Customer Loyalty through Consistency

How to Build Customer Loyalty through Consistency

Customers are creature of habits. They like the comfort and convenience of predictable customer experiences. For all of the talk about WOWing customers, it is consistency that is the secret sauce in customer

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9 Customer Service Training Ideas That Work

9 Customer Service Training Ideas That Work

Looking for ideas to help focus your customer service training and get results? Far too often, managers, business owners, and organizational leaders struggle with how to effectively train their frontline

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When a Customer Refuses Your Help

When a Customer Refuses Your Help

When a customer refuses help, it can sometimes feel personal, like a form of rejection. As I’ve interacted with frontline reps, both as a speaker, a trainer, and a customer, I’ve seen how the

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To WOW Customers, Listen and Care

To WOW Customers, Listen and Care

Back in 2012, I wrote about the concept of 5-Second WOWs — small, simple actions that allow organizations to create memorable moments for customers without a lot of investment or time. My wife and

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