Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
How to Listen to Your Customers
When dealing with customers, we all know that one of the most important skills is listening. But, do we know how to listen? We all think that we listen to our customers but in reality, we usually pretend to listen. Here are a few examples of pretend listening. Thinking about your response Wondering how this [...]
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 [...]
The Platinum Rule
One of my Tweeps posted this recently: Who’s Your Gladys Tip: Treat customers the way they’d like to be treated. 3:00pm, Jun 04 from marilynsuttle via HootSuite Marilyn’s recent posts got me thinking about the Golden Rule: “Do unto others as you would have done unto to you.” It’s time that we upgraded the Golden [...]
