Do You Make Assumptions?
Well, I’m back. The last six weeks have been very interesting and I did a lot of work on a specific customer account along with some projects that were/are heating up. As you may already know, my primary role is as a Client Satisfaction Manager. I handle complaints and escalations from customers, listen to them, establish [...]
Follow Up for Excellent Customer Service
As some of you know, I work as a Client Satisfaction Manager for a B2B software company. This means that I spend my days handling complaints/escalations, getting customer issues resolved, fixing broken processes and coaching/training staff. Before that, I spent well over a decade at different levels of support organisations. What have I learned about [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
How to Listen to Your Customers
When dealing with customers, we all know that one of the most important skills is listening. But, do we know how to listen? We all think that we listen to our customers but in reality, we usually pretend to listen. Here are a few examples of pretend listening. Thinking about your response Wondering how this [...]
