One of the keys to giving great customer service–profitable service that builds your company–is to let customers know you take it personally. – Let customers know that their phone calls, their visits, their sales transactions matter to you, make a difference for you. – Make it clear that you’re looking forward to repeat visits in […]

It’s not just what you do that matters.  Sometimes the order in which you do things makes a critical difference. This is true in business, as it is in life. One example from the world of customer service: When you encounter an upset customer, you can: 1 Apologize to a customer. 2 Hear her out

              Tell me if you’ve noticed this too. Irony of ironies, the most frustrating customer service encounters often happen at companies that think their service is the bee’s knees: • Certain grand hotels. • Particular local-legend restaurants. • That boutique grocery on the corner. The tricky problem here is

              One of the great destroyers of company value is the digging-in-your-heels phenomenon. Your poorly hired and poorly trained staff member is confronted by a customer who wants an exception, an accommodation–something that requires a break from your company’s ordinary procedures. Instead of seeing this as a chance to

              There’s no truer truism in customer service than this one: You’re only as strong as your weakest link. It’s frustrating to a business leader to do everything right, 90 percent of the time, then have one employee slip through your hiring process and ruin your reputation with customers,

              One of the realities of social media feedback from customers  is that it would feel more comfortable to not receive that feedback at all—the harsher stuff at least—in an open forum. It’s undeniably nicer to have your customers voice their complaints to you directly and discreetly rather than

              This is too much fun to not alert my friends to: I want to invite those of you who may be interested to two events, both in Copenhagen at the lovely Hotel Scandic and both organized by MBCE, a training and conference company with over 15 years experience.

                …“Not yet” is the best answer. That’s the answer the world’s greatest (and one of the longest-running) songwriter, Richard Thompson, gives when asked the question in interviews. He means it—and so should you. Expectations of customers (whether you call them clients, patients, customers, or fans) are always

Everyone hates scripting, but professionals do understand the need to wear a uniform.  So when you want your staff to use the right phrases with customers, consider reframing the concept for your employees:  Ask them to put on their verbal uniform when they punch in.                     ****** Also: Here are two longer “College of the

Well, early, anyway:  If you can pay your vendors early (or exceedingly on time),  do it.  In our low interest rate environment it’s nearly free to do so. And, it pays dividends. Vendors, just like employees, affect the ultimate outcome for your customers.  You need their full, creative effort now. And you need them to