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 [...]
Why are customers leaving?
Why do customers leave? There are many reasons why customers leave, and usually it isn’t for only one reason. But have you asked yourself if your customer service is a contributing factor ? Or maybe it’s the lack of customer service … As a business owner, executive or manager of an organisation, how do you know [...]
I Didn’t Even Have to Ask (on Customer Service)
This a great customer service story at Home Depot! I Didn’t Even Have to Ask (on Customer Service). You may remember my post on my horrible customer service experience at another Home Depot location (Home Depot Customer Service). Can the manager in this article be transferred near me? Better yet, he should train others. It [...]
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 [...]
Use of Fear in Delivering Excellent Service?
A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!“ In it, she discussed how people are more willing to help others who are afraid rather than those who are angry. I even added a comment to the effect that this is an evolutionary trait that [...]
