The good old email survey - some customers love them.....or do they? Get it wrong and you can create more problems than you are aiming to fix.
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Will you and your team pass the customer service test? Check out the 10 things here...
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Saying NO to a customer can leave some staff running and hiding. For others it can be one of those tasks that sit on the P Pile. Learn about the P Pile and sort it out today.
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Seeking new staff to join your front line team? Make sure you ask this 1 question in the interview so you can gauge their ability to handle the tough times.
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Customers who yell are not in control of their emotions and it's exactly then that you have to be in control of yours. But that's not always easy. Read on to find out how...
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Frontline employees need to be prepared for worst case scenarios. They can and do happen and they can leave staff feeling upset, anxious and wanting to quit.
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It's a very human response to do this when a customer has been difficult to deal with. But doing it can make the situation worse, so much worse.
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You've probably had to deal with this customer more times than you would like to admit. They are very dangerous and before you know it, they can do more harm to your business than any other customer.
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I am a Service Excellence Coach and passionate supporter of the many fantastic and truly dedicated customer service providers in any industry who day in and day out, work hard to provide great service to their customers. It can be a tough job as not every customer will be a delight to interact with and some customers can be quite difficult. I became a difficult customer recently and it was in response to some very poor service.
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