Training for Customer Service & Leadership Development
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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.
There are a number of effective strategies for dealing with angry customers, but there’s one response that should be your go-to: Step to the customer’s side
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.
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:
The trust factor in customer loyalty can’t be overstated. If you don’t treat your customers with care, they will stop caring about you.