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What makes your company and your service stand out from the crowd? Do your customers rave about your business when speaking with friends and family? Are your customers thinking about the standards of excellence created by your business when they are engaged in experiences elsewhere? To be remarkable is to be remarked upon — and …
How do you handle angry customers? It is a question you hear often when training for customer service. Anger is a trigger for most people. It creates an immediate psychological reaction in the recipient, and that reaction is different for everyone. While there are numerous techniques for handling angry customers, one of the most fundamental …
How Do You Handle Angry Customers? Patrick Swayze Style! Read More »
Are customers who use social media different than other customers? The American Express 2012 Global Customer Service Barometer (pdf) says Yes, they are. In addition to establishing a few key differences between consumers who use social media and those who do not, the AMEX Barometer sheds light on general consumer attitudes towards customer service and …
Customers Who Use Social Media Are More Vocal & Spend More Read More »
Hello everyone, in place of my usual Thursday post, we simply have an announcement. I will be embarking on a #DigitalDiet for a little bit. I will be around (so to speak) but disconnected from the Matrix. 🙂 In my absence, Ken Mueller, owner of Inkling Media, a social media, marketing and communications consultancy has …
When I first began blogging and engaging in social media, I was fortunate enough to be exposed to Mark Schaefer’s excellent introduction to Twitter, The Tao of Twitter. Mark’s book was the perfect introduction to a medium that I had dismissed as banal and incoherent only a few months earlier. As I leapt into social …
How a Customer Service Ethic Changed My Twitter Philosophy Read More »
The illustrious Stephen Covey passed away earlier this week. Covey was a legend in the business community. Author, speaker, and educator, Covey was most famous for his huge bestseller The 7 Habits of Highly Effective People. The 7 Habits had a major influence on my life. It was released when I was in business school, …
The 5th Habit of Customer Service: A Shout Out to Stephen Covey Read More »
If we listened to pop psychology adages, we would never introduce negativity into team training. For example, a famous phrase of self-development leader Tony Robbins is “You are what you focus on.” And in the big picture, he is right. If you spend your time worrying about all the ways your team can drop the …
Why You Should Introduce Negativity Into Your Training Read More »
We are only halfway through the year, but Big Data seems on track to be crowned the official “hot” customer experience term for the year 2012. A quick definition of Big Data from my pals over at Vivisimo: “While “big data” lacks a formal definition, it generally refers to extremely large data sets that are …
No matter what you are doing, you are always in one of three states with your customer: proactive, reactive, or inactive. While this framework is broad, categorizing your customer focus in this way can bring ineffective behaviors and inefficient priorities into sharp relief. Do you ignore proactive customer service because you are frequently in reactive …
How to Make the Three States of Customer Service Work for You Read More »
The reality of the customer relationship is that the two parties are not on equal terms. Businesses exist to serve customers, and as such, business professionals must embrace the challenge of attempting to understand the customer, they must embrace the responsibility of empathy. To deliver effective customer care, we need to understand that we do …
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