Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers tells me, their problems were solved and their needs met. Statistics tell us that the service experience has a big impact on the companies bottom line. The delivery
I am amazed at how little common sense is used in the delivery of customer service. Recently a group was eating in the fine dining restaurant of a national hotel chain. One of the diners asked Ava, our server, about the lasagna. After a pause, she responded with, “It’s just OK. Person
There is plenty of great research on why customer service should be a differentiating strategy for organizations. Given that my business is helping companies improve their customer service experience, I love the statistics. Customers for years have been telling us how they want real c
By now, I bet you are familiar with the recent incident with Delta Airlines and the returning soldiers. Just in case it has not been on your radar, here is the scoop – This group of United States soldiers returning from Afghanistan needed to check bags from Baltimore to Atlanta.
“Did you find everything you were looking for today?” This question seems to be the latest from the scripted service crowd. The Publix grocery store cashiers have been asking this routinely for about a year. All in all, I respond with a yes and frequently engage the cashier in convers
I was shocked at my recent experience with a bank employee. Many organizations are striving for an emotional connection with their customer. This interaction certainly solicited emotion however shock was the wrong kind. I was at my bank to close a small business account and transfer t
Recent customer service experiences have me questioning why great service remains so elusive for many companies. Too much has been written on the topic for companies to still be so mediocre. Here is my latest list on what needs to be done to move past mediocre to buzz worthy. Give the
OK, here it comes, I am about to tell you something you know already — Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the power of “the simple”. My daughter and I were shopping at
I am amazed at how a few simple words can transform the customer experience. Many people are quick to use language that can put the customer on the defense. Here’s my list of emotional trigger words and phrases along with the preferred option:Trigger Words Can’tI don’t knowPolicyYou s
I am still amazed at how a customer has to complain before they qualify for the “better deal”. For example, I have been a customer with the natural gas utility company for over 25 years . Our payment history shows timely payment for those years. After receiving our last bill, I called
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years.