5 Ways to Grow a Culture of Customer Loyalty
My co-worker, Monica Postell, wrote a blog post a few months ago called 5 Tips to Improve Service for Your Customers. I love that post for a number of reasons, one being the fact that it features our cultural change hero, the HEART ModelTM. In the spirit of continuously improving customer service, here are another five tips to add to your toolbox: (more…)
Posts Tagged ‘service’5 More Tips for Improving ServiceJuly 7th, 2010 by Peggy CarlawDoes Likeability Trump Customer Service? Sometimes Yes!June 16th, 2010 by Vasudha DemingA 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. 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 DemingWhat I Learned About Field Service TodayMay 20th, 2010 by Monica PostellI live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it’s mid May which means mid to upper 80’s with daily tropical thunderstorms pumping up the humidity. Naturally, it’s time for my HVAC unit to die. I’ve had field service technicians out three times in the last month to fix freon leaks so I knew what was coming. The unit was nine or ten years old which in Florida A/C years is like being 90 and still playing golf every day. Moonlighting 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 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.       |
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