Specializing in, How to Give Exceptional Customer Service
To Book Lisa:
It is time to get personal. Customers are over a purely generic, impersonal experience with your organization. Your goal is to remember a customer’s preferences and show them you remember. Team members need to connect with the customer – like the barista who knows your preferred drink much like Amazon who recommends a book and…
It is refreshing to hear about a healthcare organization that is getting it right. The art and practice of medicine may seem as difficult as rocket science but this idea is not. Cleveland Clinic is not your standard hospital. Their reputation draws the sickest patients from around the world – a third of the hospital…
I was in charge of planning the recent meeting of my Mastermind group. Our group of 8 speakers and authors has been meeting three times a year for 13 years. This meeting was held here in Atlanta and happened to be on the night of the Super Bowl. I had arranged for us to meet…
Customers expect you to do the big stuff right the first time. But the way to win their heart is to surprise them with the little stuff. Your goal is to create a positive customer experience that deepens the relationship. Here are 3 surprises that happened to me over the last two weeks – *…
As Valentine’s Day approaches, it is a great time to ask if your customers are “feeling the love?” Most of the same principles that make for a healthy personal relationship apply to your customer relationships. Here are some thoughts to create an emotional connection with your customers – 1. Customers want a real relationship –…
What a delight to experience service that is so deeply woven into the culture of an organization! It is easy for companies to give lip service to the fact that their people are at the heart of their customer service. And for years, I have defined customer service as, “Service is adding people to the…
What a delight to experience service that is so deeply woven into the culture of an organization! It is easy for companies to give lip service to the fact that their people are at the heart of their customer service. And for years, I have defined customer service as, “Service is adding people to the…
With a new year comes the annual list of “trends to watch”. When reading a recent list researched by JWT Intelligence www.jwtintelligence.com, I started to think how these trends relate to your customer’s loyalty. To gain your customer’s trust and repeat business, here are a few trends to take to heart – 1. Customers are…
What do a pediatrician’s office, a boutique and a mega communications corporation have in common? No one wants our business. Isn’t it comforting to know there are companies out there in this day and time that do not need business. On two consecutive days, during business hours, voicemail messages were left at our pediatrician’s office…
After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when hiring is back on your agenda, make certain you get the best possible employees. Here…