If you’re working with customers then it’s not a question of whether you will have to deal with customer complaints, but how you will deal with them. Although you should treat each complaint individually, you should have a strategy in place for handling complaints to leave the…
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I recall a customer years ago who I would describe as ‘difficult’. No matter what I said, she interrupted me. No matter how I tried to appease her, she wouldn’t listen. (more…)
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Customer service is imperative for establishing and maintaining a loyal customer base. In organisations where employees interact with clients directly, managers need to train staff to provide excellent customer service. (more…)
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No one likes speaking to an angry person, but this scenario is even more difficult to handle when the person is a client of yours. This is a unique relationship where you have to tread very carefully to make sure the client is left happy,…
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Customers are what make any business a success or a failure. You may have the most innovative products or services, but without tailoring them to your clients, you will not make any sales. (more…)
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If you are a leader in a larger business or public sector organisation then you are probably not dealing with external clients on a regular basis. It is therefore easy (once you have agreed with them) to leave the policing of your customer service standards…
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Many people who manage teams in customer service are aware of the need to display vision and customer focus in their businesses, but less people are able to apply this in the real-world atmosphere of the hot-house business. To create a culture takes time and…
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How do you know if you are offering excellent customer service? Most companies tell us they use focus groups, surveys, response cards, mystery shopping, etc, and all these are valuable to create an awareness of exactly hat you’re doing right and wrong. But unless you…
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Chances are, whether you have direct client contact or not, you and your team members are providing some sort of customer service. You may not be dealing with outside clients, but in almost every situation you have some sort of internal client (another team, accounting,…
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I thought we’d take a few minutes today to go over a few more tips designed to make your customer service relationships even stronger. Remember, great customer service should start from the first moment you make contact with a client or prospect. (more…)
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Today I’d like to focus a little bit on customer service: as a manager, it’s your responsibility to ensure your team is providing the best customer service possible, but at the same time it is very difficult to watch every single person you employ 100%…
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Now that you’ve had a chance to determine whether or not your customer service team members have the skills necessary to get the job done, let’s take a look at a model you can follow while training and monitoring your group. The PACT customers service…
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