Training for Customer Service & Leadership Development
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Your ultimate guide to Outstanding Customer Experience
Despite what the agent said, he didn’t see a thing. He wasn’t listening, didn’t care, and wasn’t particularly engaged. It was also obvious that he was reading from a script—which only made things worse.
when a customer’s swearing becomes forceful or persistent, it crosses a line that is fairly easy to recognize. What should you do? The answer really depends on why they started swearing in the first place.
Your efforts to improve your customer experience might actually be a customer experience killer. And the issue is more common than you might think.
Here’s a customer service rule you can absolutely take to the bank: Don’t be a jerk. Really—just don’t.
There is no benefit and no justification—ever—for making a customer feel like an idiot. It serves no purpose and only creates negative outcomes.
This may have been my most memorable moment in the Happiest Place on Earth!
At a deeper level, it is a failure to recognize the truism that everyone has customers – and often more than we realize.
Here are the 10 Best Customer Service Stories of 2023.These experiences are invaluable in illustrating what outstanding customer service looks like — and what leaders should strive for.
Generic customer service training doesn’t work. I’ve seen hundreds of generic programs – live, virtual and self-directed – that our clients have tried, with no evidence of changes in the workplace.
There is no quick fix for a suspicious customer. Many people are suspicious of everything, and loss of trust is a hard thing to change. It takes time.
If you are getting customers who don’t appear to appreciate your efforts, it may be time to step back and examine why. Here are the three most common reasons: