Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
The willingness to take ownership of a customer’s experience is a key component of Integrity – one of the three drivers of trust-based service.
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.
These are the customers who just can’t seem to get enough information from you. Their endless series of questions eat up huge amounts of your time – which can be particularly frustrating when you work in a very busy environment.
The know-it-all customer was loud and persistent, and didn’t appear to have any point to his rant other than to impress upon everyone how Very Clever he was…
With a customer who physically threatens you, there is only one appropriate action, and that is to remove yourself from the situation immediately. Don’t explain yourself; don’t threaten back; simply say, “excuse me,” and leave.
It’s amazing how much of a difference small changes in our language can have on our ability to influence, persuade, motivate – or even just get along better with people.
Customer trust is created and sustained by following a few essential principles. Here are examples for customer service, and the broader, organization-wide scope of customer experience:
it is now abundantly clear that Trust is the overriding factor in customer decisions and customer loyalty. The research and evidence of the causal relationship has been confirmed repeatedly,
Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. It has been sneaking up on us for a while, and most organizations are already experiencing the effects without realizing the cause.
I learned early in my career that there was no such thing as a “small” customer. One of my company’s very first clients was a small shopping centre who was looking to provide some customer service training for its retailers.