|
If a smile widens on a phone call, and no one is there to see it, does it make a sound? As it turns out, it does. Smiles over the phone might be unseen, but they are most definitely heard. The Power of Smiling on the Phone It is standard advice in sales and customer …
Many of us were struck earlier this month by the brash comments of Ryanair CEO, Michael O’Leary, regarding his customers and the extra fees his airline charges for certain behaviors. If you are not familiar with the story, an English family of five was charged 300 Euro (about $380) for failing to print their boarding …
When You Look at Your Customers, What Do You See? Read More »
Customer service writers talk a lot about “firing” customers. The discussion is an important one, as most people have a difficult time severing ties with problem customers. However, what is more difficult and rarely discussed is letting go of a good customer because you cannot meet their needs. In these cases, the customer is not …
Once in awhile a customer service issue from my retail business will get elevated to my desk, and the customer involved will be a fellow business owner. Often these business owners will let me know early in the conversation that they too own a business. And while every person who mentions this does so for …
My wife and I were at a local mall this past Sunday and stopped in a Johnny Rockets restaurant for lunch. If you are not familiar with Johnny Rockets, it’s a Fifties diner themed restaurant (my description, not the company’s), with a burger, fries and milkshake menu that completes the throwback ambience. The waitstaff is …
The post below is partially excerpted from our upcoming eBook 7 Secret Customer Service Techniques Every Expert Knows! Learn more about our new eBook at the bottom of this post. One of my favorite concepts is the idea of brand deposits, more commonly referred to as brand equity. Brand deposits is a phrase from Steve …
Obviously, we focus almost exclusively on the topics of customer service and the customer experience here at Customers That Stick. We believe that a great customer experience and superior follow up are some of the key differentiators between a healthy organization poised for long term success and an unhealthy enterprise bleeding out its potential future. …
The following infographic — 10 Things Your Customers Wish You Knew About Them — comes from Gregory Ciotti at the Help Scout blog. What I love about this graphic is the crossover between psychological research and actionable customer service teachings. Here are 3 of my favorite points from the infographic: Check out the other 7 …
Infographic: What Your Customers Wish You Knew About Them Read More »
Who is the ideal candidate for a customer service position? What qualifications should that person have to succeed? Since customer service in inherently broad in scope, stretching across industries, sectors, and environments, no definitive set of qualifications exists. The skills one needs to deliver great customer service will differ between a wholesale jet fuel company …
7 Customer Service Qualifications Everyone Must Have Read More »
I wanted to share a great customer service story from customer service speaker Shep Hyken. Shep’s story of his encounter with a Texas taxi driver is a classic and demonstrates how any person or organization can deliver an incredible customer experience by focusing on the customer and by breaking through the boundaries of their industry. …
Customer Service Story: Shep Hyken’s Classic Taxi Tale Read More »
© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.
Legal Information | Privacy Policy
How to Cite this Site