Building Trust to Deliver Customer Service
I recently posted about Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way of building that trust is through your customer service. Like respect, trust must be earned. However, it is much more fickle. Even if you gain trust over years of effort, one single [...]
Respect for and by Customer Service
I recently tweeted: The customer isn’t always right but always deserves respect; like everyone else. It seemed to resonate since I received a number of ReTweets. But how many of us actually see it applied? Respect for Customers We all want our front-line employees to respect our customers; but respect must be earned. Your customers [...]
Bad is Stronger Than Good: The 5 to 1 Rule
Bob Sutton’s recent blog post Bad is Stronger Than Good: The 5 to 1 Rule – Bob Sutton was very interesting and got me thinking. He seemed to focus on eliminating the negative but it seems to me that we can also apply it to increase the positive. I suggest that you identify an “at [...]
Is it hard to reply to a customer that wants to buy?
It never ceases to amaze me how people can ignore their customers! Today, I had to escalate a case to our VP of Sales. I had a client complain to me that his account rep wouldn’t reply to their request for a quote. This is a captive customer (for now), they already have our system [...]
Customer Service Communications – The Rules of Response
It’s actually really easy and can be summed up in two words: Be Responsive. Focus – Your current customer interaction is the only one that matters. Don’t multitask. Give your customer your undivided attention; it shows that you consider him/her important. Answer the phone, now! – Unless you’re already in a live customer interaction, do [...]
