With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result, empathy is one of the interpersonal skills that many organisations are placing on their list of values, as their promise to their customers.. But do people really understand what the word empathy means? And how so many people can see … [Read more...]
How to Manage Your Own Wellbeing When Faced With Challenging Customers
Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]
How to convert online reviews into loyal customers.
Even though the internet hasn’t been around for that long, it has fast become our most powerful marketing tool in business. Potential customers searching for your product or service will simply google it, and if you’re smart your business will show up on the first page. But here’s the thing. Most companies are not too smart when it comes to managing online feedback. You may have a marketing person/department that proudly creates regular posts on … [Read more...]
The one word you should avoid
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 a … [Read more...]
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