Faulty assumption #1 – The customer is always right. Using such polar thinking – right versus wrong – precludes getting at the real issue of how we can build mutually useful relationships…Rightness and wrongness is less important than finding solutions.
- Dr. Paul R. Timm, Seven Power Strategies for Building Customer Loyalty
Topics: Customer Service Skills, Customer Service, Problem Resolution
Respond to your customer's opening statement with an assurance that you can help. Say something like, "Absolutely. I can help you with that." Even if you are going to refer the customer to another department or employee, you can give an assurance. Say, "I'm going to transfer you to the department that can take care of this for you, but I will stay on the line until someone answers."
- Renee Evenson, Customer Service Training 101
Topics: Customer Service Skills, Customer Service, Customer Experience, First Impressions and Greetings
Because of the need to serve internal as well as external customers, customer service must be everybody's job within a hospitality organization. The housekeeper cannot defer to the front desk. The kitchen cannot think that customer service only occurs tableside. Moreover, management cannot divorce themselves either. They are part and parcel of the entire quality service chain of events. In fact, how management manages customer service and how service providers deliver it are the defining factors in this entire chain of mutual influence.
- William B. Martin, Providing Quality Service: What Every Hospitality Service Provider Needs to Know
Topics: Being Attentive, Business Skills, Training, Teamwork
Too many companies use one-shot training. They hire a flashy speaker to get employees jazzed up about customer service. They hold rallies or give great locker-room speeches and hope for the best. Without follow-up, things quickly get back to normal.
- Dr. Paul R. Timm, Seven Power Strategies for Building Customer Loyalty
Topics: Training, Leadership and Management
Validate customers' decisions. Even if you do not agree with customers' choices, always validate their decisions. If the vacuum salesperson was not able to make the sale, he could validate the customer's decision by saying, "I understand how you feel. This brand is costly."
- Renee Evenson, Customer Service Training 101
Topics: Memorable Interactions, Business Skills, Customer Service, Customer Lifecycle, Demonstrating Consideration
The classic 3.5 reasons people (you included) don't achieve their goals are:
1) Failure to write your goals down and post them in plain view.
2) Failure to make a plan to achieve goals.
3) Failure to commit, or live up to the commitments they made.
3.5) Failure to make goals that were achieveable in the first place.
- Jeffrey Gitomer, Little Red Book of Sales Answers
Topics: Business Skills, Goals