How to Deal with a Difficult Customer: Part 1
Some customers are more challenging than others. Employees most often ask these three interrelated questions about handling difficult customers: “How do you handle complaints?” “How do you deal with...
View ArticleHow to Deal with a Difficult Customer: Part 2
How do you identify the root of a difficult customer’s problem? Who knows for sure? Your job isn’t to be a psychologist that psycho analyzes every irate customer, nor is it the job of your manager....
View ArticleHow to Impress Your Boss: 11 Action Steps to Become a Superstar Employee –...
Let’s be frank, the phrase “how to impress your boss” may sound self-serving, and it is. However, beyond that, it’s also about creating value and being seen as valuable. The goal is to rely solely on...
View ArticleHow to Impress Your Boss: 11 Action Steps to Become a Superstar Employee –...
Every person has a superstar within them waiting to emerge, as Sly and the Family Stone said in a song, “Everybody is a star.” This is part 2 of three articles. Here we will discuss the first five...
View ArticleHow to Impress Your Boss: 11 Action Steps to Become a Superstar Employee –...
Superstar employees breakthrough and perform better than others. Why? We’ve covered five of eleven action steps in part 1 and 2 of this series on how to impress your boss, and dramatically enhance...
View ArticleHow to Deliver Excellent Customer Service: 4 Considerations for Success
Imagine a world without customer service. You wake up in the middle of the night because it’s cold in your house. There’s no heat coming from the furnace. You grab your cell phone to call the energy...
View ArticleCustomer Experience Strategy: 4 Leadership Principles to Help You Execute...
Ask yourself this: If a company has a strategy to improve customer loyalty; will they do everything they can to succeed? It is easy to assume they would, no company develops strategies just to watch...
View ArticleTHE DEATH OF CUSTOMER SERVICE
Customer service passed away quietly last night. It succumbed to a long illness. The wake is at the next quarterly meeting, and the funeral will follow shortly. Each year companies worldwide struggle...
View ArticleThe Secret Sauce to a Superior Customer Experience
One part of my business is that I have to travel a lot. I see the best and worst of what companies actually do to their customers. The poor experiences seem to overwhelm the best. Have you noticed?...
View Article10 Reasons Companies Fail to Improve Their Customers’ Experience
Every year, a top five priority for most companies is to improve their customers’ experience and loyalty. Unfortunately, most fail. For example, read the American Customer Satisfaction Index results or...
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Avoid The Top Ten Examples of Poor Service
// Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It certainly isn’t a department or a job title. It’s the opposite of this title, “The Lousy...
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10 Reasons Why Companies Fail to Improve Their Customer Experience
Customer satisfaction has improved less than 2% in the last twenty years according to the ACSI. Companies have spent billions of dollars since the book, In Search of Excellence, trying to improve. In...
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Customer Moments of Truth: Misery or Magnificence?
A moment of truth is anything you do that affects the customer’s perception of you or your company. Sometimes the most costly business mistakes can happen in only a few seconds upon making a customer...
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7 Telltale Signs of Legendary Customer Service
Today, few companies create a legendary or memorable customer service experience. Most provide milquetoast service, and only go through the motions to improve. The giant, waving inflatables on the...
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