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
Topics: Customer Service, Customer Experience, Culture
What can set you apart from your competitors is your ability to provide quality to your customers. This is more than just the design, style, usefulness, and condition of the product or service you are delivering. This is taking it past these logical elements of what you are selling by delivering a quality, focused customer experience.
Topics: Listening, Customer Service, Customer Experience
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Topics: Customer Service, Customer Experience, Teamwork
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
If you can, take your time in developing a solution. A number of studies have suggested that often, the second or third solution you come up with is best. When possible, suggest multiple solutions to the customer, saving the one you think will work best for last.
- Roy Barnes and Bob Kelleher, Customer Experience for Dummies
Topics: Business Skills, Customer Service, Customer Experience, Problem Resolution, Customer Complaints