Even with the best organizational strategy, customer service always involves people. Whether you provide services online or face-to-face, there is another human being at the end of the interaction. This article helps us understand people better. Why? Understanding people helps us identify the core competencies that are most needed to serve them. Understanding Customer Types…
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Most organizations confirm that customer service is one of their highest values. Without customers, there would be no organization! This is true. AND it is also true that the term customers covers pretty much everybody. In our lives, we are all customers served by multiple businesses and all workers who earn a paycheck serve customers…
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Most customer service tips are designed for the service providers. In this article, we change the perspective, as many of our readers are also Black Friday shoppers and gift givers. This article provides some tips for enjoying the day and helping customer service specialists help you most effectively. Decide Why You Are Going There are…
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It’s that time of year again! Love them or dread them, the holidays are upon us and Black Friday seems to be the day that kicks it all off. Here are some factors that may make this year more difficult than some other years for customer service specialists: Inflation – Prices are up in many…
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Communication is essential for most human-to-human interactions, and customer service is a key example of these interactions. Effective customer service involves “reading” the other person, gathering information, and responding to those needs. Here are examples of how great communication supports customer service: Suspend judgement. Serving customers requires an open mind, so you are gathering information…
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The pandemic has fundamentally changed many businesses, and the expectations and needs of many customers. How can a business learn from and use these changes to improve customer service? First, it is important to evaluate how customers and their habits have changed over the past several months. How have their goals changed? How do they…
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Recent news stories have described the challenges that many customer service professionals face in today’s environment. These stories capture customer impatience with understaffed businesses, objections to public health guidance and irritation about missing items due to supply chain shortages. Many customer service representatives are taught that the customer is always right. And it’s true, your…
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Some have noticed a decrease in customer service over the last decade. Who or what is to blame for these all-to-common frustrating experiences with company representatives? Of course, there’s no easy answer to this question. Instead of focusing on the causes of this dire situation, a smart business strategist can use this problem to…
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No matter what business you are in, if you don’t have customers, you don’t have a business. You want to build a strong relationship with your customers that keeps them coming back. Afterall, customers do business with people they know, like and trust. Let’s ensure they don’t just “like” you but that they LOVE you….
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What does it mean to be a customer-centric organization? A great first step is defining who the customers are, and what their goals are. For staff members with direct contact with customers, such as those providing retail customer service or responding to inbound customer inquiries, defining the customer is often easy: the customer is the…
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