Aug 8, 2017 9:03:00 AM
Jul 25, 2017 9:14:00 AM
When dealing with customers, you can clearly convey "no" without ever having to say the word. For example, iInstead of "no, we don't have that," try saying, "I certainly see how that would be useful and helpful, but I'm afraid we don't have that at this time," or "While we don't currently have what you are looking for, we appreciate knowing what you want so that we can continue to improve our service." Positive language, delivered correctly keeps the door open for future customer interactions, and the customer will not feel as though it was a waste of their time.
May 30, 2017 9:26:00 AM
(Originally posted on 11/5/13. Refreshed and enhanced in order to further capitalize on the popularity of the info.)
A key ingredient to creating a "wow" customer service experience is your ability to be attentive and to actively engage through the use of strong listening skills. We have to be attentive during every interaction with the customer, otherwise there will be a disconnect between what the customer is saying, both verbally and nonverbally, and what you are doing. We must give our customers our complete attention so we can truly understand what is being said; simply listening to and hearing what customers say is not enough. The words being spoken are just the beginning. You must pay attention to all of the extra, little things.
May 9, 2017 9:22:00 AM
In the last two months we had two very different hotel experiences in two different beach towns. The impressions that were left with us are so contrasting. I have now truly realized how my overall happiness, like many of today's travelers, is driven by the experience rather than the money I spend or save. There is much for every business to learn from this, which I will summarize after you first read the snapshots of our two hotel stays...