I had to terminate the call so I could get to an important appointment, so the service provider gave me a ticket number and told me to check back later. By this time I had over 3000 emails and counting in my inbox and I was a nervous wreck. I turned off the vibration feature to reduce the stress, but I watched as the emails kept piling up – faster than I could delete them.
Blog Archives
Taking the Stress out of Challenging Situations
Tagged with: bettering customer experience, bettering customer relationships, customer, customer service expert, customer service management expert, customer service tech training, customer stress, give better customer service, Jim Baston, reducing customer stress
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
Are your Customers Better off Having Known you?
As managers, we have an important role to play here. Our technicians must understand that this is an integral part of their role. They must recognize that these proactive conversations that they have with their customers represent a valuable and important service – as important as fixing and maintaining the customer’s equipment.
Tagged with: customer service consultant, customer service expert, customer service workshops, how to improve customer service, improving customer relationships, Jim Baston, Proactive Service®, workshops for service technicians
Posted in Business, Consulting Services, Customer Service, Management, Service
Posted in Business, Consulting Services, Customer Service, Management, Service
How Service Providers Can Stand out from the Crowd
Now, in the scheme of things, I guess you could say that the customer service representative was just doing his job. And maybe, he had nothing better to do at that time in the morning – I don’t suppose he would have been run off his feet. However, the willingness to stay on the line and guide me through the steps until everything was working the way I needed it was the best thing he could have done for me this morning. It showed that he was sensitive to my situation (empathy) and he provided the level of support he felt would suit my needs in the circumstances.
Tagged with: customer service consultant, customer service excellence, customer service expert, how customer service reps can excel, how to improve customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service tech coaching, service technican training expert
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Money isn’t Everything … for Service Companies
There is a lot of talk these days about the customer experience and how it is critical to creating today’s competitive advantage. In the service industry, the customer experience is largely created by the interaction of our customer-facing personnel with the customer. In most cases our “customer-facing personnel” are our technicians and the customer experience comes from the relationships they are able to form. It is these relationships, built on both personal and professional credibility that are critical for our success.
Tagged with: customer service, customer service consultant, customer service expert, how to improve customer service, how to increase customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service techs and customer service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Proactive Service® – Giving Customers your Hearts & your Heads
While most companies give their customers their hands (i.e. do good work), proactive service companies provide customers with their heads as well. By looking out for their customers and making helpful suggestions to allow them to be more effective at operating their facilities, they are providing the highest level of service.
Tagged with: customer service consultant, customer service expert, customer service management expert, customer service tech training, developing customer service relationships, how to increase customer service satisfaction, how to maintain excellent customer service, Jim Baston, Proactive Service®
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
