Customer Service Strategies That Aid Customer Satisfaction and Retention It seems like many organizations are spending a lot of time, effort and money try to impress or “wow” customers, rather than focusing on solid strategies for simply giving them what they want and expect. Unfortunately, a lot of people I know tell me that they … Read more
Common Sense Customer Service Is Not So Common Anymore You may have experienced what my family and I did, related to one of those “dah” moments when we visited the Applebee’s restaurant in Maitland, Florida this weekend. We were celebrating my mother’s 96th birthday and she wanted to go there for their ribs. We ordered … Read more
Customer Service Skills for Success – Tips for Delivering Excellent Customer Service In one of my books, Customer Service: Skills for Success, I feature how-to strategies on topics for customer service representatives that can assist in moving from good customer service to excellent customer service delivery. By applying strategies found in the text, customer service professionals can enhance … Read more
Process Improvement Quote – Stephen Covey “If we keep doing what we’re doing, we’re going to keep getting what we’re getting.” – Stephen Covey Customers generally do not like being kept waiting when your system is not functioning properly. They rightfully view their time as valuable. In today’s “I want it and I want … Read more
Quote on Change – Charles Darwin Change is constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and many other factors that have required service providers and organizations to adapt. Some … Read more
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