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The holiday shipping season is always a bit difficult and this past one had additional layers of complications. However, most customers understand that this is the world we are now living in.
Fourth Rule For Working With Customers
Customer Experience isn’t brain surgery, it doesn’t have to be difficult.
It’s a secret
No one is a mind reader, least of all your customers. They have other things going on in their lives.
Give them the tools
When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.
A rose by any other name
A problem in one location will cause lost revenue for another.
What “proactive” looks like
Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.
It was great until
To suddenly cut off communication with a customer says one of two things – that either your front line employees are terrible with customers or that management doesn’t support the front line employees to do the right thing. Usually, it’s the second one.
We offer so much
What more could customers want? Well, customer service, for one.
Upfront or underhanded?
When it comes to pricing, don’t be shady. Be honest. Be upfront.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
Customer Retention 101
How do you know that you wouldn’t react in the same way? Who are you to tell someone their concerns aren’t valid? How do you feel when someone tells you that your own worries aren’t valid?
Who is this?
There’s a lot going on lately and it’s almost too easy to make mistakes.
Not your fault, not your problem? Think again.
When a customer places an order online and receives a damaged item, who do they hold responsible?
Forest for the trees
Any customer interaction or purchase is not merely about a sale, instead, it’s laying the groundwork for potential future sales.
Actions and consequences
How are you supporting your customers? How are you supporting your employees?
HIPAA laws?
Disagreements happen, and the customer isn’t always right, but they can be treated with respect as you get to the bottom of an issue.