Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time.
- Bruce Springsteen
Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time.
- Bruce Springsteen
Topics: Memorable Interactions, Customer Experience, Customer Lifecycle
Never assign blame. When you offer your solution, do not fault the customer. For example, how would you feel hearing the following: "If you had scheduled your appointment the first time you called we would have come out." Statements like this will put the customer on the defensive. When you are trying to help a difficult customer, blaming serves no purpose. Likewise, never blame another employee or department. Saying, "The first employee you spoke with should have scheduled your appointment," may relieve you from blame, but this statement serves no purpose. To the customer, you are the company. Use I or we when referring to your company to show you are accountable.Topics: Business Skills, Customer Service, Customer Experience, Problem Resolution
Businesses aren't successful by chance. Someone, who may be you, has to focus and have the vision for what it takes to thrive in today's economy and to continue to provide exceptional service to a demanding consumer market who has high expectations. Might sound complicated, but let's make it easy and go back to "base camp." How about you simply embrace and teach our "FOCUS" concept, which is a simple method that truly focuses on successfully serving your customers? It always comes back to paying attention to service and delivery when you want to move your needle of success and increase your sales. Right?
Topics: Customer Service Skills, Customer Service, Training, Customer Experience, Sales and Selling, First Impressions and Greetings
16 years ago Joseph Pine and James Gilmore wrote an incredibly insightful book called, The Experience Economy. This book continues to be one of my favorite reference books. You might be thinking, "16 years ago isn't exactly current information and material to reference." Well, think again because here's a timeless statement from the book, "If societies are to seek continued economic prosperity, they must stage experiences to add sufficient value to their economies to employ the masses (goods and services are no longer enough)." Creating memorable customer experiences must be a business discipline in all organizations who wish to survive and achieve successful longevity.
Topics: Memorable Interactions, Exceeding Expectations, Customer Service, Customer Experience