Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Get Over Me-Focused Listening! It’s easy to tell yourself you’re listening when in reality you’re focused on yourself. Whenever [...] Read More…
Tag Archives: Customer Service
Do The Whole Job for Customer Experience Success 5 / 15 / 09
CLICK HERE FOR PODCAST VERSION (3:40) Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. Customer Care Beyond Lip-Service It’s easy [...] Read More…
4 Tips for Dealing With Difficult Customers 3 / 20 / 09
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 [...] Read More…
Customer Service: ‘Wow’ versus ‘Ow’ 2 / 27 / 09
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 [...] Read More…
Customer Experience: Actions Speak Louder Than Words! 2 / 18 / 09
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 [...] Read More…