By John Tschohl What’s the sweetest sound that you can hear? According to recent research studying brain activation, the answer is: your name. A person’s name is a precious possession. Remembering a name represents a simple, but powerful customer care skill that people notice and appreciate. Everyone loves hearing their own name! Remembering and recognizing […]
By Shep Hyken My friend from South Africa, Marcel Oudejans, a fellow speaker (and magician), asked how I felt about this comment: “If the customer you’re serving thinks that they can do your job better than you, then you have a customer service problem.” My response was simple: “You get it. Spot on!” You’ve been […]
Valentine’s Day, customers in love with your business and courting Millennials make this a heartfelt collection of tips from around the Interweb. Leadership, management and productivity With Valentine’s Day in mind, Noreen Seebacher writes that the customer experience is like a great marriage and explains how to keep that marriage healthy with nine points. A […]
Okay, “fire” is going a little too far. You need to keep them on your team, but at the same time you need to take over their job, at least on occasion, if you’re serious about improving customer service in your small business. The most successful small business owners and startup founders that I know […]
Don’t you just hate it when you are talking to someone in a store or on a customer support call and the person says, “I’m sorry, that’s not my department”? Well, here’s an extreme example of that situation. I was at a restaurant. My water glass was empty. There was a server walking by with […]