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.
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Empathy – I’ll Know it When I Feel it
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
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
Creating a Proactive Service Culture Throughout Your Service Team
In this series of blogs we are going to examine six steps that you implement to create a Proactive Service® focus from all of your service team members. This will greatly enhance your efforts of developing a distinctive and sustainable competitive advantage and result in higher revenues and delighted customers. I also contend that it will make your business a more desirable place to work.
Tagged with: customer management expert, customer service expert, customer service role in business, how to increase customer service, how to provide excellent customer service, how to provide great customer service, improving customer service experience, Jim Baston, proactive service culture, service tech coaching and support, service technician training, service techs and customer business goals, service techs and customer service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
