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 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 [...]
Use the WHIP…
So, you’re in a new environment and need (or want) to find out if the organisation is driven to customer excellence (or anything else for that matter). How do you go about it? First, remember that they are all customers to each other. You don’t need to analyse the customer interactions immediately or directly. You [...]
