One of the biggest insults you can give someone you are talking to is to turn your back on them. This is a clear statement of, “I am not interested in you.” Of course, we all know this. So I am surprised at how often I see employees turn their back on their customers without even thinking about it. In fact, you may have set up your business so your employees MUST turn their back on their customers. That’s poor customer service. “Not at my business,” you say? Read on! Nice Bac
Some in the field of customer service promote the idea that to get customers to come back, you should encourage your employees to perform service that is “consistently above average.” That way they should be providing the kind of service that makes a difference. Here's why that's not likely to happen. The Problem
I don’t think anyone can argue with the concept. There’s only one problem. Knowing the concept does not tell employees how to accomplish it. It’s like the old joke
Some friends were visiting last weekend, so my wife and I took them out for breakfast Sunday morning at a new restaurant in town – one of those family breakfast-type places. We had a great experience. Note I didn’t say we had a great breakfast, because whenever you go to a restaurant, you are looking for more than good food. You are looking for a really good experience. Part of that experience is the food, of course, and part is the atmosphere. But a very important part
Often I see the advice that we should listen more to our customers in order to provide a great customer experience. This seems like good advice. After all, there is a natural tendency to want to talk instead of listening – to jump in rather than letting the customer explain.
The problem I have with the advice to “listen to the customer” is it simply states an action to take. And that action alone may not accomplish the result that we must have to provide a great customer ex
Have you noticed the disappearance of “thank you” in retail transactions? I hardly hear it anymore when I finish at a checkout counter – unless I’m the one who says it. "Thank you" has been replaced by phrases like, “Have a nice day,” a nice thought but one that can be expressed at any time. It is not unique to the end of a transaction like “thank you” is. Of course, there is no reason the two can’t be used in combination, but they usually aren’t.
Another phrase I hear all