Training for Customer Service & Leadership Development
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Your ultimate guide to Outstanding Customer Experience
Don’t ask “What is the ROI of customer experience?” A better question is, “Are you ion or are you out?”
The story is always the same whenever a new survey is released about customer service. Telcos, Banks and Utilities consistently top the list for complaints and customer dissatisfaction. The big question is, why? Most of these companies spend a lot of time and money in training and development, so what is causing this seemingly chronic problem? There are three primary reasons:
Breaking bad news is the hardest part of any job. Whether we’re just the messenger or the ones who actually made the bad-news decisions, it’s not fun.
Perhaps the most neglected aspect of customer service is internal customer service. It’s unfortunate, because it plays a pivotal role in an organization’s ability to create outstanding experiences with its external customers. Without it, even the best customer-focused initiatives will eventually falter.
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.