It’s unfortunate that a lack of employee empowerment is commonplace. It is difficult to get employees to make fast decisions in favour of a customer. The fear of getting fired or criticised is so great that many employees do not make decisions on the spot that favour the customer. However, without empowerment you will hardly become a service leader. Companies… Read more →
Salespeople and customer service representatives play a vital role in creating a successful interface between customers and the company’s offering. Retail, wholesale, and manufacturing businesses require employees who have developed communication skills that lead to strong customer relationships. Whether working face-to-face with customers or reaching out to clients through sales and marketing, employees are responsible for how an organisation is… Read more →
Positive experiences are the key to organizational success. McKinsey & Co.’s CEO Guide helps executives know how they may gain their competitive advantages by creating exceptional customer experiences. The smartest companies already know and act on the fact that they are in the customer experience business. Equipped with advanced analytics, business leaders now have the insights they need to build… Read more →
When I’m with a client or prospect, I pay close attention to the pain points. Why is this important? Pain points are irritations, frustrations, things that cause stress, or something that someone wants to fix. Many times the bigger the pain is, the bigger the opportunity, and the quicker the engagement. When talking to clients or prospects, they don’t usually… Read more →
7 factors that will elevate you above any competition. Follow the link below to read the full article by David A. Fields, including suggested action planning. Responsiveness – the most attentive consultant has a huge edge over the competition – even more experienced competitors. Demonstrate the trust triangle – In a prospect’s mind, you’re trustworthy if you’re thinking of his best… Read more →
Positive customer relationships are crucial to survival in today’s competitive marketplace. In fact, the quality of customer service can sometimes be the only difference between you and your competitors. Customer service is not just about dealing with upset customers, it’s about creating a positive experience in every interaction with them. Good customer service is of vital importance for all businesses,… Read more →
Great customer service doesn’t have to be complicated. There are four fundamental concepts that can improve the productivity and effectiveness of your customer service efforts: common sense, flexibility, problem solving and recovery. Great customer service isn’t rocket science. Customer service isn’t a department. It is a simple philosophy that should be practiced by everyone in an organization, regardless of their… Read more →
Give positive spoken communication. It costs you nothing but a little effort, and the rewards are great. Every human contact is an opportunity to give the gift of good feelings through the words you say. People can’t read your mind; what you say is evidence that you care.