Customer Service Communications – The Rules of Response
It’s actually really easy and can be summed up in two words: Be Responsive. Focus – Your current customer interaction is the only one that matters. Don’t multitask. Give your customer your undivided attention; it shows that you consider him/her important. Answer the phone, now! – Unless you’re already in a live customer interaction, do [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
