Have you ever been treated differently because of your appearance? Good or bad? Well guess what? So have your customers. It’s hard NOT to judge but it’s essential in delivering an extraordinary customer experience. If you do this right, you WILL surpass...
Are your service agents’ day-to-day tasks too out of touch with people and, thus, they treat all customers as tasks and not real people with real needs? And has your customer service strategy begun to rely more and more on technology to help with your customers? Real...
A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my...
“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business...
Real World Story: I just spent the last 10 days in southern India. During this second time that I’ve visited this country, I paid particular attention to the customer service at a variety of establishments, including hotels, entire villages, and even a world-renowned...