5 Ways to Grow a Culture of Customer Loyalty
A recent experience I had as a customer has challenged my heretofore rigid insistence that I won’t buy from companies who provide poor customer service. I’ve since gone over the situation in my head several times and each time I come to the same conclusion: Sometimes the human element, with all its foibles, is more compelling than skills, procedures, and best practices.
Posts Tagged ‘customer’Does Likeability Trump Customer Service? Sometimes Yes!June 16th, 2010 by Vasudha DemingIs It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?” Customer Service by the Numbers: Average Call DurationJune 9th, 2010 by Peggy CarlawWhen businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it’s equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits. The Mediocrity of Customer Service ExpectationsMay 27th, 2010 by Vasudha DemingMoonlighting My Way to Customer Service SkillsMay 12th, 2010 by Vasudha DemingDespite holding what must be one of the best management positions in the entire training and development industry, once a week I venture out of my office, put on a uniform and wait tables in a small, friendly restaurant in my neighborhood. The Secret Value of Unorthodox Call Center Customer Service TrainingMay 11th, 2010 by Monica PostellHow does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up. The Real Value of Customer Service ClassesMay 10th, 2010 by Monique Castillo“Do I really have to attend class? I already know how to help our customers.” Four Ways to Show You Value Your CustomersMay 6th, 2010 by Monica PostellPerhaps it takes an economic downturn…I mean readjustment…of the scale that we’ve had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus keeping existing customers? What Customer Service Skills Are Most Valuable?May 5th, 2010 by Seth BricknerWhen it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve their issues. Five Tips to Improve Service for Your CustomersApril 28th, 2010 by Monica Postell“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right?       |
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