Nicole Stanley 2/11/21 Nicole Stanley 2/11/21

Lessen the fear

Take the opportunity to show your customers what you have been working on for the past year.

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At the core

The words and actions of employees become part of “who” an organization is and what it stands for.

Nicole Stanley 1/19/21 Nicole Stanley 1/19/21

We’re listening

Flexibility and adaptability will be the two most useful skills for organizations heading into 2021. How adaptable are you?

Nicole Stanley 1/12/21 Nicole Stanley 1/12/21

You might want to think about that

Prove to your customers that you understand what they are going through. Don’t prove to them that you don’t.

Nicole Stanley 12/22/20 Nicole Stanley 12/22/20

Upfront or underhanded?

When it comes to pricing, don’t be shady. Be honest. Be upfront.

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Transparency

Transparency is not overrated. Customers want to know how they will be affected and what you are doing about it.

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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.

Nicole Stanley 11/19/20 Nicole Stanley 11/19/20

No soup for you

Don’t bother advertising an offer that no one qualifies for. If a customer doesn’t feel that you want their business, they will take it somewhere else.

Nicole Stanley 11/12/20 Nicole Stanley 11/12/20

How to ask

Otherwise, don’t waste their time.

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Missed opportunities

Customer retention doesn’t just happen. It requires taking action to build relationships.

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“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.