Specializing in, How to Give Exceptional Customer Service
To Book Lisa:
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. Personally, I like Stouffer’s…
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 customer service that stands out. Here are some recent numbers and…
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. Delta’s policy allows 3 bags…
“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 conversation. However, there is a time…
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 the amount to the general business account. Since the…
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 these simple steps a try…
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 Nordstrom for a pair…
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 should have..Why didn’t you…Now just calm downThe only…
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 to question the…
It is the time for New Year’s resolutions. Personally I am not a huge fan. However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate. Here are recent statistics that prove customer service will improve yourbottom line. American Express reported that US consumers will…