I lead my daughter’s Brownie Scout troop and I recently conducted a science experiment with my group of 13 second grade girls to demonstrate the power of making one small degree of change. We put […]
An estimated 11 billion emails are sent everyday worldwide. If your Customer Service Department receives 100 emails a day and each one takes an average of 10 minutes to deal with, that’s more […]
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, you’re not alone. […]
Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE […]
Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.
The ABC’s of Customer Recovery
Act as if every lost customer’s value to the company comes out of your paycheck.
Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.
Communicate with diplomacy and tact when your final answer is “no” and when explaining company policy.
Don’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.
Empathize with unhappy customers and allow this empathy to season your responses.
Find a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.
Give a token item such a coupon as a concrete form of apology.
Have a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.
Involve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
Keep customers apprised of your timetable and progress toward resolving their problems.
Listen with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.
1. Is it wise to make concessions when negotiating with customers? Every negotiator, even savvy executives, concedes from time to time and as long as the concession makes good business sense, it’s okay. […]
I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better. Watch the video, […]
Myra Golden personally delivers live interactive supervisory webinars several times each year to help contact center leadership more effectively coach, motivate, train, and retain employees. She also features a special lineup of programs for […]
Last night my family decided on pizza delivery for dinner. We have a “regular” pizza joint we order from, but when I tried to pull up their site on my smartphone, I got nothing. (It […]
The baseline for friendly, personable customer service is attitude. The service experience is what YOU make it. Watch this video of Southwest Flight Attendant David Holmes as he takes ATTITUDE to unprecedented levels to leave […]