Make or Break Moments

DECEMBER 10, 2010

Are some people just born with the skills necessary to build customer relationships or can it be learned? Have you ever experienced such extraordinary customer service from an associate that you wonder about the training they’ve had? Here is a story recently shared about just such an experience: Last week I had the best customer [.].

Learning 100

Learning Customer Service Training Skills 100

Make or Break Moments

JANUARY 7, 2010

Consumers feel the most significant root causes of poor service are: Being trapped in automated self-service Being forced to wait too long for service Repeating themselves Representatives that lack the skills to answer their inquiry If we look at that list we see consumers who want to interact with another human being but more importantly – the (..)

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 27, 2010

Take inventory of what you’re good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.&#

2009 100

2009 Customer Service 2008 2010 100

Make or Break Moments

JANUARY 5, 2010

Like snowflakes, each customer’s needs are different and we have to be open and aware by using our active listening skills to learn about their unique circumstance. If we don’t, that individual customer, like freshly fallen snow, might turn ugly before our eyes.

Customer Service 100

Customer Service 2009 2010 2008 100