Specializing in, How to Give Exceptional Customer Service
To Book Lisa:
Customer service is mostly average, mediocre or worse. I find it amazing that the delivery of high quality customer service is so uncommon even with all the talk and focus on the topic. When speaking to groups of CEOs recently, the attendees state that customer service is “not rocket science”. The reality is many of their employees are not…
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and will quickly switch to another company to get that experience. Average and mediocre will be your ticket to customer loss. In a recent…
Let me state the obvious – customers are very demanding and extremely tough to satisfy. The best companies are trying to figure out how to stay one step ahead of the fickle customer. And although there are many initiatives and “must haves”, however let’s start with this short list – 1. Deliver the product or…
When customers call a company, they deserve the best treatment. However, many organizations continue to abuse their customers with poorly thought out phone handling. The guilty companies range for the largest to the smallest. The reality is, most companies do not want the calls. Their desire is for the customer to check the website first,…
When a medical practice gets customer service right, it is worthy of examining and applauding. Unfortunately, I found myself having this positive service experience at Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and injury to my arm and shoulder. The brief back story is, I had a fall in Mexico,…
We’ve all heard the platitudes about having a positive attitude. Does it really make a difference in the workplace? It is an interesting question since none of us are perfect and attitude may not be our strong suit. A 2010 study by Stanford Research Institute and Carnegie Mellon Foundation with Fortune 500 CEO’s found that …
All companies would love to be able to say they are a game changer. Whether it is with their service, brand or innovation, few companies really can claim such a grand statement. Some of the few can, include Ritz Carlton, Southwest Airlines, Target, Starbucks and Apple. My experience tells me more companies are just trying…
My husband is a subscriber of XM Radio. Recently it was time to renew his subscription. He got notification that his account would “Automatically” renew at a much higher rate than he had last year. The year before, he had called in and was offered a rate at HALF the automatic renewal figure. It was…
The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies. 1. Leaders dedicate dollars, time and creativity to training. They know employees must have “state of the art” skills as…
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 of superior experience…