I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience that can teach a great lesson in customer service quality! The first developer spoke at length about the need to set up “links, links, links!” to every other service quality, professional speaking, team building and corporate
I recently upgraded the telephone system in our home and office. For the next two days everything about the phones went wrong: crossed lines, disconnected calls, non-working outlets, strange buzzing sounds. Only after two additional visits by the service technician was the upgrade working as intended. Have you noticed how often this happens? The new
Customer service skills can shine in the most unique situations. Unfortunately, many companies fail to understand the need for using their best customer service skills when they are least expected. Yusry in Dubai wrote: “I had the pleasure of attending a popular cricket match. The event was sponsored by one of the major cola drinks.
Does your company run like clockwork? Are your accountants pleased with how everything moves smoothly? Are your managers content with how customers are managed by your system? If so, watch out! Your present methods, regulations, policies and procedures may be convenient for the company but utterly frustrating for your customers. You may need to tweak
When your business demands word-of-mouth advertising to grow and thrive, it makes sense to improve customer service quality. Technical competence alone does not make you “referable,” no matter how good you are. My friend Treva recently experienced a car breakdown in Los Angeles. Her vehicle was towed to a nearby service station where the manager
The Disneyland Hotel recently tarnished Mickey’s reputation with an influential customer from Seattle. Mark stayed at a hotel inside the park with his family for three days. He attended a legal seminar while his family enjoyed Disney rides, ate Disney meals and spent at Disney plenty! His seminar ended at noon on the third day,
Heather and Mark work at a leading attorneys’ office in Seattle. They order fresh ground coffee for the office every month, and sent me this comparison between two major coffee vendors that shows how effective steps to improve customer loyalty can be. Coffee company “Torrefazione” (I name the winners who work to improve customer loyalty)
If you want to increase sales, improve customer satisfaction or consistently enhance performance, ask your customers this question (20 words): “Is there anything we could do differently the next time that would make it better or more valuable for you?” This simple question tells customers you are looking to the future, seeking to improve, and
Consumer banking is a very competitive industry. Banks battle for market share with advertising, free gifts, lower charges, higher interest rates and more. So much energy and expense are spent attracting new business. But so little effort is invested in truly appreciating the customers they already have by taking steps to improve customer loyalty. For
