Customer Service / Patient Experience Can Make Or Break A Business
Keynote Sessions
Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.
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Customer satisfaction
How Do People Respond After Seeing Barbara On Stage?
Videos & Reviews
Blog
Why are you (as a customer) so rude? Disgruntled employees want to know.
I hear this question — more of an excuse really — often and usually from low-scoring customer service representatives. These types of reps whine and complain about the customer being rude, shifting all blame onto you, the paying customer. And if you stop and think,...
TIP 24: Give a Standard Answer to Every Problem.
Don’t waste your time trying to reinvent the wheel. Negative Ned Says... “Most of the time, I know the answer to a customer’s complaint about two seconds after he starts whining about it. I nod, look bored, and check my e-mail while he’s rattling on about the terrible...
TIP 23: Put the Blame on Your Company’s “Policies & Procedures.”
Rules are rules. Negative Ned Says... “I didn’t make the rules; I just work here. There’s nothing I can do. That’s the company’s policy. If I made an exception for you, it wouldn’t be fair to everyone else. I think it’s a stupid rule, too, but there’s nothing I can do...
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