I suspect that she acted this way because she has been trained to. No doubt she has been sent on a course on how to upsell the customer whenever possible. Whether it is to buy additional insurance coverage, rent a GPS or upgrade to a larger model of vehicle, this person likely gets a commission for each upgrade sold. It appears however that the rental company neglected to explain to their staff that the reason for offering the upgrade is to enhance the customer experience, not for the purpose of earning a commission. Unfortunately for this rental company, this clerk appears to have lost sight of her role. Apparently she no longer sees the customer as someone to serve, but rather an opportunity to increase her compensation.
Blog Archives
Too Much Focus on “Upselling”? A Cautionary Tale
Tagged with: customer service expert, how to improve customer service, Jim Baston, service provider training, service staff training
Posted in Business, Customer Service
Posted in Business, Customer Service
5 Steps to a Service Experience that is Beyond Great
I’m often asked how to enthusiastically engage technicians in business promotion to create a service experience like the one I describe in my book, Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth. In answer to this question, here is a summary of the 5 Steps to a service experience that is beyond great.
Tagged with: bettering customer service, customer service assessment tool, customer service technician training expert, customer service technician training programs, customer service training, customer service training expert, how to improve customer service, Jim Baston, Proactive Service®, Proactive Service® Workshop, service technician training expert, service technician training programs
Posted in Business, Customer Service, Service Tech Training
Posted in Business, Customer Service, Service Tech Training
How is Your Business Really Doing? Ask these 2 Questions
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
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
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
