In 1500 words or less, each post will give you something you can use TODAY to build yourself, your people and your organization whether your organization is a "for-profit" or a "not-for-profit."
Enjoying your customer experience should be the “norm” rather than an exception. In the past I have written articles and trained salespeople on how to provide exceptional service, in a slight twist, this post is for consumers on what to look for when “going to market.”
“The customer is always right …” is not a valid argument. “The customer has rights,” is. You have rights and you have responsibilities.
Take a few minutes, you will find this to be a short guide to finding the right retail organizations for you.
“Always take the high road”. It is tempting to strike back when wronged. One of my favourite mentors uses the Klingon reference, “Revenge is a dish best served cold,” and she is right, but even better, leave revenge for karma to sort out.
Everyone joins an organization with varying levels of skills and experience. The effective use of role-playing can generate incremental leaps in capabilities through fostering interactive learning between co-workers.
Nothing about difficult situations and angry people is ever simple.
Rarely is there one trigger and one solution. Nuance, exceptions, and the lack of anything resembling black and white all are factors in finding solutions to their problems. There is never just one or two sides to a story, there are usually forty-two sides!
This post is about a process, the tools, and the training required to anticipate, avoid, and ultimately how to deal with these situations when they occur.
Customer service is not a profit center. Ironically, quality customer service has more in common with advertising and marketing than most organizations realize.
Today’s post is about giving the people who dedicate their careers to solving problems for our clients and customers, the tools and support they need.
The concept of “No wrong door” is a great philosophy to build “customer service” standards. Regardless of whom a client/customer speaks to, each associate has been trained to help that person work towards solving his or her problem. That does not mean that everyone is cross-trained on every nuance and issue that a customer might have. It means that each associate understands the importance of the following, and they know that how each client/customer is handled in every single encounter determines whether the organization will be successful or not.
Difficult people are a fact of life, take the time, learn how to handle these situations when they occur. Anticipate issues, and be prepared through training and practice.
WANT TO BE THE BEST – You have to do more than everyone else. “Champions do ordinary things better than everyone else” – Chuck Noll Too often we are guilty of assuming that everyone understands […]