Whenever I speak on the subject of Proactive Service, invariably someone will ask me how do we really know how we are doing? I mention that there are several measures to consider. Higher sales and revenues, increased customer satisfaction and improved levels of customer retention are just a few to consider. However, if you really want to know how you are doing, here are 2 questions to ask your customers through your surveys and during face-to-face visits
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How is Your Business Really Doing? Ask these 2 Questions
Tagged with: customer service and business goals, customer service consultant, customer service expert, giving excellent customer service, how to evaluate business success, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
Empathy – I’ll Know it When I Feel it
I was reminded of the importance of small things that reflect empathy just last week and how it can make such an important difference. I was at my mother’s house when the HVAC technician arrived to check the air conditioning system before the weather got too hot. I answered the door to a bright, clean and friendly young man with a warm smile. Here are four little things that he did during the course of his work that demonstrated that he had empathy.
Tagged with: creating the customer service experience, customer service excellence, customer service expert, customer service training for service reps, how to increase customer service, service rep training, showing empathy in business, what is empathy
Posted in Business, Consulting Services, Management, Service
Posted in Business, Consulting Services, Management, Service
The Difference Between Losing a Sale and Losing a Customer
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.
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
