We all know how much of a difference that finely-honed customer service skill makes. They help to create relationships and, as we discussed in the last Winning At Work, it is the relationships we build, not the transactions we make that create real customer loyalty. Here’s one that we don’t see very often, but leaves a lasting impression when we do. Remembering Peoples’ Names Have you ever been introduced to someone only to realized that, 30 seconds later, you can’t recall his or her name? If so, you’re in good company. Most of us shake our heads in amazement
Customer service training, when it is good, will make a profound difference to the way that customers perceive an organization. Unfortunately, there are still some common customer service practices which are taught that are ineffective at best. At worst they are counterproductive. Here are six of them: 1. “Treat Customers The Way You Would Like To Be Treated” This is one of the four myths of customer service. Not all customers are like you. You need to treat them the way they would like to be treated. 2. (Retail) Greet Customers The Moment They Walk In A Store Variations
Congratulations to Arbor Memorial for being awarded Canadian Business’s Best Managed Company in 2018! We have had the immense pleasure of working with Arbor Memorial, and I can attest to the passion and pride that lives within the company. Certainly their drive for outstanding customer service – both internal and external – is second to none. It is terrific to see them being recognized.
We don’t put a lot of ‘promotional’ material on this blog, but if you’re involved in customer experience, this is an absolute must-see event. Abraham Venismach has done an amazing job of pulling together a truly global who’s-who of customer experience experts. It has been an unbelievable privileged for me to co-host this Summit with Abraham and the amazing Steve Zannos. Read below for the details, and I hope to (virtually) see you there! Shaun 9 Days Of Free Classes It begins with nine days of free classes, from March 4, 2018 to March 14, 2018.
Feel-Good stories don’t make the news very much. The rationale, supposedly, is that people don’t read feel-good stories. This causes publishers to not publish them, and, of course, journalists to not write them. It really is a pity, because one single little feel-good story can sometimes restore your faith in all of humanity. Take, for instance, the news report out of Mississauga, Ontario (Canada) today. The story and headline was about an explosion in a strip mall that, fortunately, did not hurt anyone. But buried in that story was a wonderful story of human kindness. “Eight-year-old Viviana Cortez and her
This is one of my all-time favourite commercials. It shows beyond a shadow of a doubt the difference a smile makes. Or, in this case, the difference that laughter makes. It is the single most important skill a customer service professional can have. Back in the ’90s when we began our customer service training and consulting company, we did a lot of work in the retail sector. And, back then, I was baffled by how much push-back we would get when we talked about the difference a smile makes. “I can’t just be expected to smile all the
2017’s Top 6 Worst Customer Service Stories Recently, we took a look at the top ten outstanding customer service experiences of 2017. This post takes a look at the top six worst customer experiences of 2017. “Why not ten,” you might ask? Good question. 2017: The Year Of Being Offended The reality is that truly wonderful customer service is easy to recognize when you see it. WOW customer service happens when employees demonstrate that they care about their customers, and when they take ownership over customer experiences. Bad customer service is a little more relative, and last year it
Here are the top 10 WOW Customer Service stories from 2017. With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year. It was a big task – there were a lot of great stories out there! Here are our winners, presented in order from number 10 to number one. Full disclosure – the choice of the best Wow experiences, as well as their order, is fairly subjective. For the criteria, we used the same definition of “Wow customer service” that was used
There is a payoff of customer service that goes far beyond the company-customer relationship. When we deliver outstanding customer service, and do it consistently, we can actually make people's lives a little better - if even in just a small way.
I had an embarrassing accidental shoplifting experience a few years ago. I had paid for my groceries, and had my cart halfway to my car, when I realized I’d forgotten to tell the cashier about the two cases of coke on the bottom of my cart. I quickly hustled back in to right the wrong. I explained to the (different) cashier what had happened, and to my surprise, her only significant reaction was wanting to find out which cashier had missed the items. She was quite intent on finding out, and not happy when I professed to not remembering