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You Had Me At Hello

Jana Love | Jun 18, 2019 9:04:00 AM

In one day, I had three disturbing customer service exchanges that left me wondering ~ why are some businesses making this harder than it has to be?  Three different businesses: a bank, a retail business, and an airline. One very clear take away, I felt invisible. Each exchange was smothered in handling the process and moving things to closure, vs. recognizing the person in front of them in need of help. 

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Topics: Memorable Interactions, Customer Service Skills List, Customer Experience

It's All About Customer Service AND Sales

Katie Scheer | Mar 27, 2018 10:11:00 AM

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Business is acquired through quality customer service and sales, which builds a memorable customer experience. And, this business is kept through having a great product/service that is supported by both of these. How do your skills measure up? How do those of others within your company align with them?

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Topics: Customer Service Skills, Customer Service Skills List, Customer Service, Sales and Selling

Top 10 Customer Service Skills List: Be Attentive & Listen (#4 of 10)

Katie Scheer | May 30, 2017 9:26:00 AM

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(Originally posted on 11/5/13. Refreshed and enhanced in order to further capitalize on the popularity of the info.)

A key ingredient to creating a "wow" customer service experience is your ability to be attentive and to actively engage through the use of strong listening skills.  We have to be attentive during every interaction with the customer, otherwise there will be a disconnect between what the customer is saying, both verbally and nonverbally, and what you are doing.  We must give our customers our complete attention so we can truly understand what is being said; simply listening to and hearing what customers say is not enough.  The words being spoken are just the beginning.  You must pay attention to all of the extra, little things. 

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Topics: Memorable Interactions, Customer Service Skills, Customer Service Skills List, Being Attentive, Listening

Happy Customers = Increased Sales

Katie Scheer | Mar 28, 2017 9:28:00 AM


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Topics: Customer Service Skills, Customer Service Skills List, Customer Service

How To Make Good Service, GREAT

Jana Love | Sep 1, 2015 10:00:00 AM

Quote-Good2GreatHow many times after a service exchange do you say, "That would have felt so much better if they just would have said or done...." In many cases it would only take small changes to make a big difference. If we agree that customer satisfaction is a leading factor to the success of any business, then understanding how your business can turn a good customer experience into a great customer experience begs attention.

There are no new and/or improved methods that I am going to unveil to make all your customer service challenges go away. Instead, we are going to revisit and refocus on what we already know. Let's re-energize our efforts regarding some very basic tips on how to provide great service. 

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Topics: Memorable Interactions, Customer Service Skills List, Customer Service, Customer Experience

Your Love Affair with the K.I.S.S. Method of Customer Service

Katie Scheer | May 19, 2015 10:00:00 AM

 K.I.S.S._Method_of_CSSome of you may recall when we introduced this concept nearly a year ago, and we are re-introducing it due to some great love for it and since we want you all to have the freebie that we are including. 

So you ask: what does KISSing have to do with customer service? A LOT!  For those of you who don't know, K.I.S.S. stands for "Keep it simple, stupid."  Implementing good, basic customer service practices is not hard (in fact, it's rather simple!), and for many people, it comes naturally once they are given a gentle nudge to embrace these skills.  What simple (K.I.S.S.) customer service standards and practices should we all embrace, no matter what business we are in?  Just nail these 4 skills...

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Topics: Customer Service Skills, Customer Service Skills List, Listening, Customer Service, Problem Resolution, First Impressions and Greetings

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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