CLICK HERE FOR PODCAST VERSION (5:07)
Are some customers just difficult people? Is there such a thing as a difficult person, anyway? Not really. The accurate viewpoint is it’s a difficult situation or a difficult interaction — not a difficult person per se.
Why do difficult situations or interactions occur? Quite simply, people get impatient because of a situation not meeting their expectations. The root causes of resistance to just about any issue are:
a) concern that their needs will not be understood or met
b) concern about loss of control or self-esteem
Knowing this can help you de-personalize uncomfortable situations and let go Read More »
CLICK HERE FOR PODCAST VERSION (3:28)
Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons — complaints and low survey ratings — are indeed essential ingredients to improving customer experiences.
To squeeze your voice of the customer lemons into useful juice, Read More »
CLICK HERE FOR PODCAST VERSION (3:37)
If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers’ shoes?
Customer Experience Scope
We often short-change our perspective of the customer experience. A panoramic view of the customer’s pressures, delights, wishes, and circumstances enables us to step into their shoes. What’s a panoramic view? Read More »
CLICK HERE FOR PODCAST VERSION (3:32)
What’s the difference between ‘wow’ and ‘ow’ (as in ‘ouch’) service? Willingness to check for understanding. It’s doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and they deem your company worthy of wonderful word-of-mouth.
Check Your Understanding of the Customer’s Plight
By the time customers contact a service Read More »
By clearaction
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Posted in Customer Focus, Customer Service, Listen to Customers
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Tagged call center, CEM, Contact Center, CRM, customer experience, customer experience management, customer opinion, customer relationships, customer retention, customer satisfaction, Customer Service, customer support, service excellence, word of mouth
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CLICK HERE FOR PODCAST VERSION (3:42)
Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Yet customers know you can’t judge a book by its cover. It’s the actual customer experience that really counts.
Most people trust Read More »