Customer Service & Revenue Blog

Say This, Not That: Learning a Better Way to Say No

Jana Love | Apr 25, 2017 9:04:00 AM

SayThisNotThat (042517)1.png

Topics: Memorable Interactions, Customer Service Skills, Communication

ProSo Picks #10: Handling Customer Demands That Can't Be Met & Personalized Service

Katie Scheer | Apr 18, 2017 9:20:00 AM

We want our customers to love us. We want them to enjoy doing business with us, and we want to enjoy having them as our customers. But sometimes we run into customers challenges, and when we do, we need to know how to handle them. How do we properly assist and communicate with a customer who has demands we can't meet? And will we still maintain that great relationship with them afterwards? When we don't have these challenges, what is expected of us and our service to them on a normal basis? Every single day we need to knock the socks off our customers so they tell our positive customer service stories, like many do about Nordstrom and Zappos. Included today are a couple of articles that will inspire you.

Topics: Customer Service Skills, Customer Service, Growth, Loyalty

ProTip: Are You Trying Too Many Things at Once?

Michelle Nitchie | Apr 11, 2017 9:04:00 AM

The financial and human resources needed to fulfill the mission of any initiative - be it one that pertains to customer experience or to some other area of the organization - are always in short supply. Even if they aren't, the problems of time and attention still remain. For example, just because you have the money to do something doesn't mean you have the time or the organizational "bandwidth" to do it. Attempting to juggle multiple initiatives - even just a few - significantly affects employees throughout the organization.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

Topics: Business Skills, Goals, Time Management, Leadership and Management, Expectations

TWO-MINUTE TUNE-UP: Instructions

Jana Love | Apr 4, 2017 9:04:00 AM

Everyone can benefit from a few "tune-ups" here and now. This new ProSolutions series will help do just that. We will carefully look at service opportunities that, in many cases, have easy fixable solutions that just need to be implemented into daily operations. Keep a lookout for the next two-minute tune-up in a few weeks!

Topics: Being Attentive, Customer Experience, Communication