In the years that have followed, I’ve worked with many organizations and spoken with many more and have found that almost all of these organizations struggle with getting their teams to consistently deliver customer service to the standards they expect.
A foolish consistency may be the hobgoblin of little minds, as Ralph Waldo Emerson once noted, but executional consistency is a fundamental cornerstone of Hero-Class® customer service.
Fortunately, we can greatly in improve consistency in service delivery by focusing on a few key areas of operational execution. Below are three of the most important aspects of making sure your team delivers consistent customer experiences that live up to your service vision.
Systems That Support
You must have the systems in place to enable the customer experience you expect your team to deliver. You need the systems...
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 and customers.
From the disengaged to the deceptive, from the frustrated to the furious, challenging customers can manifest themselves in an incredible variety of ways.
Even in the simplest cases, challenging customer service situations require that customer-facing professionals have both the mental fortitude and the specific skills needed to be successful.
These situations can become even more problematic when those working with customers make fundamental errors, making challenging situations even more difficult, or, at least, that will make these issues infinitely more difficult to resolve.
What follows are five disastrous mistakes — mistakes that can destroy any chance of resolving a customer’s issue....
In the past decade or so, the term helicopter parent became popular as a description of a parent who constantly hovers over his or her children, overprotecting them and microparenting. Similarly, a helicopter rep is a customer-facing professional who hovers over the customer, creating a sense of...