In a funny way, this rude awakening proved to be a valuable reminder for me. Sometimes, through our actions or words, we are teaching our teams to behave in ways which are polar opposites to the desired behaviour. We forget sometimes that as managers we are in a fish bowl and everything we do or say is analyzed by our team for consistency and often used as a model for their own behaviour.
Blog Archives
6 Steps to Using the Telephone to Turn Away Service Business
Don’t return your calls. No matter what, don’t call the customer back – certainly not on the same day! Prompt responses to voicemail messages only serves to encourage more customers to leave more messages that might result in more business.
Dealing With Emotional Customers to a Positive Result
Manage the situation. This is the critical point in this situation. The manager had used an approach to draw out some of the emotion from the situation, but was he prepared to do anything? Here is what he did.
Tagged with: customer service expert, dealing with difficult customers effectively, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive Service®, service tech training expert, service technician training programs
Posted in Business, Education, Management, Manufacturing, Service
Posted in Business, Education, Management, Manufacturing, Service
“They Don’t Pay Me to Look Good” in Service Delivery
The second component that makes up our customers’ service experience is how the service is conducted – the smile on the tech’s face, the cleanliness of the work area, the quality of the repair description and even how the technicians chooses to present him or herself. This is called the service delivery.
Tagged with: customer service expert, customer service tech training, developing customer service relationships, how to improve customer service, Jim Baston, Proactive Service® workshops, service tech training, service technicians and sales, technical service training
Posted in Business, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Customer Service, Education, Management, Manufacturing, Service
When the Customer Service person says “I Can’t Help”
We’ve all experienced it. You need to get something done and the customer service person you are relying on says, “I can’t help”. The solution requires a little bit of empathy, perhaps some creativity and a lot of common sense. Although the clerk may be smart, efficient and good at their job, they fail to show any of the three requirements. There is no empathy, little creatively and certainly no evidence of common sense.
Tagged with: bettering customer relationships, customer management expert, customer service expert, give better customer service, improve customer service, improving customer service experience, Jim Baston, Proactive Service®, transforming customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
