Do You Make These Mistakes When Looking for Customer Feedback?
So, you’re the president, CEO or an executive in your company. You probably wonder now and again what your customers are thinking. Maybe you’d like to know what your customers want… I sure hope you do! How else can you lead the company if you don’t have a clue about what your customers want and [...]
I Quit! Really!
I quit! Yes, I quit smoking a few days ago. After being a pack a day smoker for many years, I know that there are also side-effects to quitting. (It also isn’t my first try.) [Before you leave, I assure you that there is a segue to customer service here; bear with me a little [...]
The Rules of Response – Presentation
Last year, I posted “The Rules of Response“. Since then, I’ve used it as the basis for discussion sessions with some of our customer service and professional services teams. Recently, I’ve been asked to develop and deliver “training” sessions for the more than 100 customer service employees that our company has in North America. I’ve always [...]
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 [...]
Surveys, surveys, surveys…
I had an interesting discussion a few weeks ago. I had been a Client Satisfaction Manager for my employer for four weeks at the time and we’re facing some very serious customer satisfaction issues. I suggested that we implement a survey to do a gap analysis and identify the areas that our customers feel are [...]
