During our customer service training courses we encourage our delegates to put into action 6 essential rules of customer care. These essential rules are – Be ‘customer driven’, not ‘process-led’ or ‘task focused’ Be flexible where you can be Acknowledge the customer’s perspective Work hard to understand your customer’s need and situation See the bigger [...]
Archive for November, 2009
Customer Service in an online environment
The idea of setting up an online business is extremely attractive. After all as the old phrase goes: If you want to make money work for yourself, if you want to make real money have other people working for you and if you want to know you have made it make money whilst you are [...]
Due to an overwhelming success we cannot serve you
Yesterday I had to ring Orange who look after all of the GA Training mobiles and internet on the go. I was ringing them to report a fault on several of our phones. The main problem was that people could not hear us when we were trying to talk to them on the phone which [...]
A couple of useful customer service quotes
I recently wrote an article which looked at customer service in an online environment and then this morning I came across the following quote – “In the world of internet customer service it is important to remember at all times that your competitors are only a mouse click away.” Doug Warner This is a very [...]
The instant replay technique
When dealing with challenging situations a useful technique is “Instant Replay”. This is sometimes referred to as the broken record technique. This technique is the skill of being able to repeat , in an assertive manner, your bottom-line position, when you are not able to compromise.
When is it appropriate for a customer to get up and leave?
Over the weekend my wife and I went out for a curry. We actually went to a curry house that I have praised in the past on this very blog for their efforts in going the extra mile and generally achieving customer delight. They achieve customer delight in a number of innovative ways such as [...]
Using your judgment in customer service
During our customer service training we always encourage delegates to try and use their judgment wherever possible. We encourage them to evaluate the facts and then make a judgment call, of course this is not always possible and we respect the fact that there are times when it is not possible to use your judgment [...]
What is impressive customer service?
Today is just a short post with some quick tips for impressive customer service. For customer service to be seen as impressive or excellent it must be – CONSISTENT – Every person, everywhere, every time GENEROUS – Doing more than expected – Under promise and over deliver ATTENTIVE TO DETAIL – Little things often have [...]
Is Twitter changing customer service and customer expectations?
An article in yesterday’s USA today claims that Twitter is changing customer service in the States so watch out because if it is having a big impact in the US it will soon have one here too. Depending on who you listen to America is ahead of most, but not all, of the rest of [...]
Customer service from the ground up!
It is not often that we receive this level of customer service but wouldn’t it be nice if we did? Some fantastic teamwork in there too!
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