The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]
I happen to be staying at a DoubleTree Hotel and on my desk I saw this wonderful comment card. This is really a great example of how to ask customers for feedback and I’m sharing […]
I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.
She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.
I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.
We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.
After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.
One of my clients asked me to deliver a keynote to kick off their Customer Service Week celebration. Right before I took the stage, the company played audio testimonials from a few very happy and […]
Years ago, when I worked in Consumer Affairs I found myself on the phone with a very disgruntled customer who experienced a problem with our company’s product. On top of that, he had great difficulty […]
If Customer Satisfaction Is Your Goal, Don’t Ask Me to Help You! Last month I got a call from a client wanting me to deliver a keynote address on customer satisfaction. I politely explained, […]