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 [...]
Leaders are Responsible for Customer Service
Someone sent this link out via Twitter a few days ago and unfortunately, I don’t remember who. No matter who it was, thank you! This post is a must read for anyone involved in customer service or experience efforts but even more importantly for the leaders of the organisation. Customer Service is a Leaders Responsibility [...]
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 [...]
Building Trust to Deliver Customer Service
I recently posted about Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way of building that trust is through your customer service. Like respect, trust must be earned. However, it is much more fickle. Even if you gain trust over years of effort, one single [...]
Is it hard to reply to a customer that wants to buy?
It never ceases to amaze me how people can ignore their customers! Today, I had to escalate a case to our VP of Sales. I had a client complain to me that his account rep wouldn’t reply to their request for a quote. This is a captive customer (for now), they already have our system [...]
