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The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how …
5 Tips to Prepare Your Retail Team to Survive the Holidays Read More »
One of the questions I get a lot especially from people in trainings that are new to customer experience and customer service is, “What do onstage and backstage mean in customer experience?” Different roles in the organization can create different customer service expectations, so let’s take a look at these popular customer experience terms to …
What Are Onstage and Backstage in Customer Experience? Read More »
Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations …
5 Disastrous Mistakes when Dealing with Difficult Customers Read More »
As a customer, there are few things more disappointing than having a great customer experience and then having it undone later by a different part of the organization. As a leader, there are few things more frustrating than creating a team that delivers fantastic customer experiences only to see your good work undone by a …
Remove the Weak Links in Your Customer Experience: Part 1 Read More »
Every organizational leader wants their teams to provide great customer experiences. They put “the customer comes first” on their company posters, they mention the phrase “customer-centric” in their annual reports, and they proudly announce the newest software update designed to improve the company’s customer experiences. Yet, these same leaders are often taken aback by the …
One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers. Self-confidence is important because it is inextricably tied to competence. When frontline service reps lack confidence in their positions, they often fumble about struggling to perform. This creates a further decrease in confidence, which results in a downward spiral …
This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines. Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___. If you’ve worked in customer service, one word will almost certainly …
One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do they matter? An internal customer is anyone in the organization who needs assistance or interaction from another to fulfill their job responsibilities. This manifestation can happen in virtually …
National Customer Service Week 2016 is just around the corner! Starting on Oct 3, National Customer Service Week is an opportunity for you and your team to shine a spotlight on the importance of customer service to your organization. A good starting point for celebrating national customer service week is to adopt a theme for the event. Having …
3 Themes for National Customer Service Week 2016 Read More »
You don’t have to be a customer service expert to know that respect is an immensely important part of customer service. In fact, we consider respect a cornerstone of any customer service philosophy, and we include “being disrespected” as one of our 7 Service Triggers, the seven customer service hot buttons that are guaranteed to …
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