In my workshops I talk about the words that can create obstacles in your customer’s mind and trigger negativity towards you. There's one word in particular that just won't go away. I hear it every day, in just about every service interaction I encounter and it's increasing in popularity. I’d like to share a short story about this word. On the last day of a recent trip to Melbourne my partner Mark and I were looking for somewhere nice for … [Read more...]
Do you commit this mortal sin on the phone?
Those of you who have worked with me will have heard me say that the voice tone you project over the phone accounts for more than three quarters of your communication. We all have bad days. But when your customer is at the receiving end of your bad day, they only have your voice tone to go by so will automatically make an assumption about your attitude and that of your company. To avoid fueling a dissatisfied customer, or even worse losing … [Read more...]
Ava is interviewed by ABC radio on how to manage difficult customers
This morning Ava was interviwed by Sarah Gillman on ABC Hobart radio for her expertise on what companies need to do in order to better manage angry customers and improve their customer service. Whilst customer service is becoming increasingly important in these competitive times, call centre employees are often at the receiving end of intense anger from customers and companies are not sure how to deal with this. There is an increasing trend of … [Read more...]
This is what happens when you take your customers for granted
My local Woolies store is suddenly caring about me in a big way! They’re sending me love letters, showering me with love every time I enter the store, and showing their appreciation like never before. Because guess what? A shiny new Aldi store has just opened up across the road. We see companies doing this time and time again. They don’t appreciate their customers until the competition comes along, sweeps up their unappreciated … [Read more...]
How Easy Are You Making It For Your Customers?
After years of anticipation the NBN has finally arrived in my area! Feeling excited for the possibilities, I rang a provider that I’d heard offered NBN WiFi. After carefully navigating the options, I pressed 1 for sales and was politely informed by the announcement the estimated wait time was one minute. Easy! Eventually after what seemed an eternity, a very bored sounding woman answered, and said something that was indecipherable to me. … [Read more...]
How to Turn a Lemon into a Margarita – hone your complaint handling skills.
Customer experience is fast becoming the buzz word in business. Companies are talking about wanting to improve it. They are sending their staff on courses to learn how to provide better customer service. But do you know what providing a better customer experience really is? And how do you stand out from the rest? Firstly, what is the difference between customer service and customer experience? Customer service is simply what you DO. Companies … [Read more...]
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