This incident brought to focus the difference between losing a sale and losing a customer. Sometimes we get so focused on the prize, that we will rationalize any means to get there. Questionable tactics may win the sale on occasion, but the risks are high. If caught we will not only lose the sale, but also the customer. And that lost customer is bound to tell others about the experience.
Blog Archives
Don’t Make Promises you Can’t Keep – Especially in Business
At check out we expressed our disappointment. We explained that we had expected a quiet, relaxing stay as promised on their website but we experienced just the opposite. We felt that we should have been told about the wedding at the time of booking and advised about the noise problem associated with the room we were given. We then could have made an informed decision about whether to stay there. The inn should have been prepared to turn us away but instead chose to fall terribly short on their promise. Instead of more raving fans, they created raving detractors. We certainly won’t recommend this place and will avoid it on any future visit.
Taking the Stress out of Challenging Situations
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.
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
