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.
Blog Archives
Money isn’t Everything … for Service Companies
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
Proactive Service® – Giving Customers your Hearts & your Heads
While most companies give their customers their hands (i.e. do good work), proactive service companies provide customers with their heads as well. By looking out for their customers and making helpful suggestions to allow them to be more effective at operating their facilities, they are providing the highest level of service.
Tagged with: customer service consultant, customer service expert, customer service management expert, customer service tech training, developing customer service relationships, how to increase customer service satisfaction, how to maintain excellent customer service, Jim Baston, Proactive Service®
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Rude Awakening to a Valuable Reminder
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.
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
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
