Tag: customer experience
An Invitation to Interact: The Power of One Person
It’s amazing how much impact a single individual can have on an organization’s service or teamwork through a combination of personality and thoughtful action. When you see it happen in front of you it gives... Continue reading
2 More Ways to Make Service Feel Less Sorry
To improve the service experience for both customers and reps, start by targeting the key elements of service infrastructure that consistently create negative outcomes. After that, there are some deeply human aspects of service that... Continue reading
How to Fix the Sorry Side of Customer Service
Customer service is a tough job. People who work in a pure service role (as opposed to those who but also take orders, provide sales support, or do real selling themselves) spend the vast majority... Continue reading
Should You Fib for a Better Service Impression?
Sometimes service people say things that an astute customer knows are false. They act as if embroidering the truth enhances their self-image or their organization’s, while making the customer feel better and more cared for.... Continue reading
Customer in a Bind: The Broadway Box
If you’ve been reading my posts about service, then you know that I bestow both compliments and critiques and that I typically name the recipients of praise and keep the pans anonymous. (You can check... Continue reading
5 Steps for Helping Irate Customers Keep Their Cool
Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading
An Example of Successful Service Recovery: A Real Apology
Sister had taken on the responsibility of ordering a big basket of goodies from Zingerman’s, the famous Ann Arbor deli and emporium, as part of the confab and celebration of Parents’ anniversary. Unfortunately, the shipment... Continue reading
Most Dissatisfied Customers Don’t Complain — Including Me
I had an important presentation to make and needed to be compelling, persuasive -- and although the clothes don't make the consultant, they can add to or detract from both presence and self-image. I found... Continue reading