Customer Service & Revenue Blog

ProSo Picks #7: Unwrap Some Memorable Customer Service

Katie Scheer | Dec 13, 2016 9:16:00 AM

Xmas Gift.png Ah, it's the holiday season—the season of giving and the creation of lasting memories. With giving that means customers are spending a lot, which heightens stress levels, and also means that these customers are more aware of the customer service that they are receiving. So we have a gift for you. We are giving you a present that includes tips for keeping up with the increasing customer service expectations of customers and lessons on how to exceed their increasing customer service needs. When you unwrap and uncover these basic service strategies you will find that your customers will continue to come back to buy more. Now, happy holidays to all of you! We appreciate your readership very much.

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

ProTip: The First Step to Achieving Your Goals

Michelle Nitchie | Dec 6, 2016 9:04:00 AM

Goals are Like Magnets (s).png

Topics: Business Skills, Goals, Growth

Customer Service Tip: A Positive Response Formula

Jana Love | Nov 29, 2016 9:04:00 AM

When handling a customer inquiry, it's our response that can often make or break a customer's experience or opinion of the experience. A delayed response, or no response, is also very dangerous when talking with a customer. Luckily, positively acknowledging the inquiry and stating an eagerness to assist is very simple. Most often, you can follow this formula, as shown above, to easily inform the customer that you understand and will assist, which is all they want to know.

Topics: Being Attentive, Customer Service, Communication

ProTip: Avoid the Bobblehead Look

Michelle Nitchie | Nov 15, 2016 9:00:00 AM

via GIPHY

Practice Active Listening Head Moves. As you talk with others today, use these various methods of nodding with head tilts.

Listen to someone, smile and tilt your head to the side, but withhold all nodding. Note what happens to the fluidity of the story. Does the speaker become uncomfortable?
Now, tilt your head slightly to one side and nod your head while listening using single short nods. What happens?
Now try the head tilt with the double nod. Did the person speed up the conversation?
Finally, use a head tilt with the triple nod or a single, very slow nod. (Note: these nods will actually make you feel uncomfortable while doing them!)

The preceding experiments will help you determine when you should use each of the variety of nods with a date mate, the boss, your kids, or the judge. Try them out and see what works for each individual.

- Janine Driver, You Say More Than You Think

Topics: Rapport, Listening, Communication

Say This, Not That: Find the Answers

Jana Love | Nov 8, 2016 9:04:00 AM

Say this not that 11-8.png
I am very tired of service individuals and organizations thinking that it is okay to answer a question by saying, "I don't know" and leaving it at that. Or, having them point to another person or department and say, "I think they will know." We talk and blog about getting back to the basics of hospitality, but what I want to know is, how and why do they ever leave the basics behind?

Topics: Customer Service, Training, Customer Experience

ProSo Picks #6: How Much Do You Really Know About Customer Service?

Katie Scheer | Nov 1, 2016 9:32:00 AM

According to Wikipedia, customer service is "the provision of service before, during, and after a purchase." It goes on to say that "customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement." We whole-heartedly agree; thank you, Wikipedia, for supporting the messages that we drive home on a daily basis. You know we are passionate about this, and it's no surprise that these "picks," once again, give you solid and unique tips and tricks for executing outstanding customer service. Scoop up your favorites and create your own list of tips—train to them, be consistent with execution, and reap the rewards!

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

ProLearning Blog

ProSo Picks #7: Unwrap Some Memorable Customer Service

ProTip: The First Step to Achieving Your Goals

Customer Service Tip: A Positive Response Formula

ProTip: Avoid the Bobblehead Look

Say This, Not That: Find the Answers

ProSo Picks #6: How Much Do You Really Know About Customer Service?

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