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 [...]
Will Social Media save Customer Service?
Many people have been asking if social media efforts can or will save customer service. I’ve even seen posts about adoption of social media by companies recognized as great or horrible at delivering customer service (see The Smoking Social Media Gun: Intent or Does Social Media Help or Hurt? as examples). Alternatively, there are also [...]
Bad is Stronger Than Good: The 5 to 1 Rule
Bob Sutton’s recent blog post Bad is Stronger Than Good: The 5 to 1 Rule – Bob Sutton was very interesting and got me thinking. He seemed to focus on eliminating the negative but it seems to me that we can also apply it to increase the positive. I suggest that you identify an “at [...]
Postmortem Analysis Process
After any failed interaction, it’s important to do a postmortem analysis (may also be called a root cause analysis or an autopsy). This is basically a way to analyse and document what went wrong and develop solutions to keep it from happening again. This is something that I’ve been doing for many years and consider [...]
The Client Relationship Autopsy
I read an interesting post by Leo Bottary over at Client Service Insights (CSI). His post Why Did You Lose A Client? goes over what he calls the Client Relationship Autopsy. In it he describes the process that he uses to analyze the loss of a client. Not only is this a great process that [...]
